Service Desk Analyst I

Automationedge; Pune District; On-site; INR 250,000 - 320,000; Full time

Job summary

Automationedge in Pune, India, is seeking a Service Desk Analyst 1 to provide first-line IT support for internal users and patients, via phone, email, chat, or ticketing system. You will troubleshoot basic issues and ensure smooth operation of systems and devices, following established processes and SLAs.

You will support clinicians and administrative staff with EMR/EHR workflows (HCHB, EPIC, eCW, Cerner) and document resolutions. Strong communication and problem-solving are essential.

Qualifications

• High School Diploma or G.E.D. equivalent
• Experience in one of the following applications: HCHB, EPIC, eCW, Cerner; especially optimizing and improving system workflows based on technical / clinical operational best practices
• A strong understanding of technical or clinical/back-office (i.e., troubleshooting, billing/claims) processes
• A proven history with solving complex technical or EMR/EHR data and user-related issues
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred or similar application platform)
• Practical experience with Service Desk ticket tracking systems
• Experience with Service Level Agreements (SLAs) in relation to analyst performance
• Associates degree with two years training and/or quality assurance experience preferred
• SDA 1 Typically requires 0-2 years of related experience.

Responsibilities

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.

Skills

Technical support

Communication

EMR/EHR troubleshooting

Customer service

Documentation

Education

High School Diploma

Associates degree

Tools

HCHB

EPIC

eCW

Cerner

Salesforce CRM

Job description

Job Summary

Service Desk Analyst 1 will possess exceptional communication skills, a customer-centric mindset, and a passion for delivering excellent technical support to both internal and external customers. This role involves providing first-line assistance to end-users, troubleshooting technical issues, and ensuring the smooth operation of IT systems and equipment via phone, e-mail, chat, self-service or other medium as directed by management. This role supports doctors, nurses, administrative staff or patients with their technology and application needs.

Key Responsibilities

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.

Requirements and Preferences

• High School Diploma or G.E.D. equivalent
• Experience in one of the following applications: HCHB, EPIC, eCW, Cerner; especially optimizing and improving system workflows based on technical / clinical operational best practices
• A strong understanding of technical or clinical/back-office (i.e., troubleshooting, billing/claims) processes
• A proven history with solving complex technical or EMR/EHR data and user-related issues
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred or similar application platform)
• Practical experience with Service Desk ticket tracking systems
• Experience with Service Level Agreements (SLAs) in relation to analyst performance

Experience with the Following Strongly Desired

• Associates degree with two years training and/or quality assurance experience preferred
• SDA 1 Typically requires 0-2 years of related experience.