Operations Support Analyst

Providence India; Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

Providence India is seeking a Service Desk Analyst to join the CTS team responsible for delivering voice-based IT support and service desk operations across Providence applications and platforms.

The role emphasizes problem solving, strong communication, and collaboration in a fast-paced, enterprise environment. You will engage with clinical and non-clinical users, manage incidents, and drive improvements to enhance user experience.

Qualifications

• 0-3 years of industry experience in service management, service operations, or call center operations.
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL.
• Preferred Skills: ServiceNow, Citrix, Aternity.
• BS or MS in Computer Science or Equivalent.

Responsibilities

• Follow defined processes when handling incidents and service requests using approved tools.
• Identify opportunities for process improvements to enhance support experience and reduce toil.
• Troubleshoot caregiver issues and resolve on first contact when possible, escalating as needed.
• Provide insights during weekly service reviews with Global leads and drive automation to improve KPIs.
• Perform data quality audits on incident logging and analyze incident patterns.

Skills

MS Outlook

Word

Excel

Internet

Power BI

SQL

Service Now

Citrix

Aternity

Education

BS in Computer Science

MS in Computer Science

Job description

Job Description:

Service Desk Analyst

Are you looking to take off your career to gain unique experiences?

Passionate to contribute the digital transformation of healthcare?

Excited about a mix of start-up mode opportunity in a bigger enterprise?

The Clinical Technology Services (aka CTS) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.

Our Team Culture

• Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer
• Empowering & Enabling individuals and teams to realize their full potential.
• Focus on outcomes, solving our users pain points & predictable delivery
• Data driven decision making on vision & roadmap of Service Operations & Customer Service Support.

About The Role – Senior Service Analyst – Voice Support

This is a critical Service Desk execution for the Voice Support Team at Providence India. The scope is breadth focused across Providence and deep, in terms of technical, process, operational, and continuous improvement required to support multiple enterprise wide IS services. This role will work in a fast-paced environment, have constant demands for better services, and will require strong problem resolution, decision making, communication and partnering skills.

What Will You Be Responsible For

The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, inbound call handling. Candidate should be adept at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on User experience. Candidate should be highly collaborative and has good working experience in Global operating setups.

• Customer Service: Personal responsibility for customer satisfaction. Professionally represents the ‘Face and Voice of IT’ in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
• Quality: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
• Problem Solving: Strong attention to detail and outstanding analytical skills.
• Collaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
• Flexibility and response to change: Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment.
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.

What would your day look like?

• Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
• Identify areas of opportunity for process improvements towards greater support experience and better supportability.
• Troubleshoot Caregiver issues and resolve upon first contact when able and escalates problems that cannot be resolved to the appropriate group in a timely manner.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Provide insights on weekly service reviews with Global leads
• Execute on opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.

Who are we looking for?

• 0-3 years of Industry experience in Service Management, Service Operations, Call Center Operations.
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Preferred Skills: Service Now, Citrix, Aternity
• BS or MS in Computer Science of Equivalent

Requirements: