Service Desk Analyst I

Healthtech Inc; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

Nordic is seeking a Service Desk Analyst I in the Philippines to provide day-to-day technical support for a range of hardware and software. You will respond to users, diagnose issues, and escalate where necessary while maintaining HIPAA-adherent practices and high customer service standards.

The role requires 1+ years in IT Service Desk, solid knowledge of Windows 10, Office applications, VPN, Citrix, and Mobile Device Management.

Qualifications

• Excellent customer service and communication skills, written and verbal.
• 1+ years of IT Service Desk or IT Support experience.
• Proficient in English to support clients; Spanish is a plus.

Responsibilities

• Provide day-to-day technical support to employees across hardware and software.
• Diagnose problems via discussion with users, troubleshoot, escalate as needed.
• Document issues and resolutions in the ticketing system; ensure timely follow-up.

Skills

Customer service

English proficiency

IT support experience

Communication skills

Problem solving

Tools

Windows 10

Microsoft Office

VPN connectivity

Citrix

Mobile Device Management

Job description

Service Desk Analyst IWe use cookies to make the safest and most effective website possible.# Current Openings## Service Desk Analyst IApply: Philippines: Full time: Posted Today: R6147Make a difference. Be happy. Grow your career.Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. Level: An Entry Professional (P1) applies broad theoretical job knowledge typically obtained through advanced education. Responsibilities typically include: • Work is closely supervised. • Problems faced are not typically difficult or complex. • Explains facts, policies and practices related to job area. Typical Title: IT Support Analyst, IT Helpdesk Analyst, IT Service Desk AnalystThe IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Key Responsibilities* Providing a high level of professionalism and customer service* Serving as first point of contact for end users seeking IT assistance* Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management* Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs* Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions* Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed* Walk end user through IT problem solving or workflow process* Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)* Identifying and escalate high-priority IT issues appropriately* Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues* Directing unresolved issues to the next level IT personnel* Maintaining and expanding knowledge of help desk procedures and services* Adhering to policies and procedures such as HIPAA and client notification expectations* Attending and participating in team meetings* Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested Skills and Experience* Excellent customer service and communication skills, written and verbal* 1+ years of IT Service Desk or IT Support experience required* General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management* ITIL training and/or experience desired* Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred* Proficient in English to support our clients’ needs. Spanish is a plus* Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills* Ability to apply problem solving skills across repetitive tasks* Ability to work nights and weekends, depending on assigned shift* Strong attention to detail and ability to organize* Must be able to work independently, as well as within a team environment* Must demonstrate and embody Nordic’s maxims**Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.**### About UsHealthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.