Helpdesk Analyst

UST; Norfolk (VA); Remote; USD 36,000 - 54,000; Full time

Job summary

UST is seeking a Helpdesk Analyst to execute business process operations with attention to SLA, quality, and compliance. Responsibilities include processing transactions, analyzing issues, and documenting workflows, while collaborating with onshore/offshore teams to ensure timely resolution.

The role requires 2-5 years BPM/BPO experience and may involve healthcare process exposure. It offers remote-US work with compensation ranging based on location and experience.

Qualifications

• Bachelor's degree in any discipline.
• Typically 2-5 years of relevant BPM/BPO experience.
• Experience in US Healthcare, customer service, back-office processing, claims, provider support, or technical helpdesk can be preferred for healthcare BPM requirements.

Responsibilities

• Perform day-to-day business process activities according to SOPs and client requirements.
• Process and validate transactions, requests, cases, or records with high accuracy; adhere to SLA/TAT/quality standards.
• Analyze process-related issues and provide resolutions or escape when required.
• Maintain accurate documentation and update workflow/tracking systems.
• Respond to queries through voice or non-voice channels per process.
• Participate in quality reviews and process improvement initiatives; identify recurring issues and suggest standardization and automation.

Skills

Customer Support

BPM

Stakeholder Mgmt

Incident Mgmt

Helpdesk Voice

Non-voice Support

Website Troubleshooting

Browser Troubleshooting

Incident Tracking

Customer Service

Education

Bachelor's degree (any discipline)

Job description

Helpdesk Analyst

The Role

The Helpdesk Analyst is responsible for executing business process operations accurately and efficiently while meeting defined SLA, quality, productivity, and compliance standards.

The role involves processing transactions or service requests, analyzing operational issues, maintaining documentation, and collaborating with internal and client teams to ensure timely resolution.

What You'll Do

• Perform day-to-day business process activities according to established SOPs and client requirements.
• Process and validate transactions, requests, cases, or records with high accuracy. Ensure adherence to defined SLA, TAT, productivity, and quality standards.
• Analyze process-related issues and provide appropriate resolutions or escape when required.
• Maintain accurate documentation and update relevant workflow or tracking systems.
• Respond professionally to customer, provider, or stakeholder queries through voice or non-voice channels, depending on the process.
• Participate in quality reviews, feedback sessions, and process improvement initiatives. Identify recurring issues and suggest opportunities for process standardization and automation.
• Follow organizational policies related to information security, data privacy, and client confidentiality.
• Collaborate effectively with team members, leads, and onshore/offshore stakeholders.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• Bachelor's degree in any discipline
• Experience: Typically 2-5 years of relevant BPM/BPO/business process experience, depending on the process and domain
• Experience in US Healthcare, customer service, back-office processing, claims, provider support, or technical helpdesk can be preferred for healthcare BPM requirements.

Skills

• Customer Support, Business Process Management, Stakeholder Management, Incident Management
• Helpdesk voice/non-voice support, website/mobile-app troubleshooting, browser cache/cookie troubleshooting, incident tracking, and customer service skills.

Required Skills

• Strong verbal and written communication skills
• Good analytical and problem-solving abilities
• Customer/service-oriented mindset
• Attention to detail and accuracy
• Ability to follow SOPs and process guidelines
• Working knowledge of MS Office applications
• Ability to manage multiple tasks and meet operational deadlines
• Good documentation and interpersonal skills
• Ability to work effectively in shifts based on business requirements

Location & Compensation

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote-US

Compensation Range: $36,000-$54,000

Who We Are

Since 1999, UST has worked side by side with the world's best companies to make a powerful impact through transformation. Headquartered in the United States, UST is powered by technology, driven by AI, inspired by people, and led by our purpose, we partner with our clients from design to operation. Our AI-driven digital solutions, proprietary platforms, engineering, R&D, products, and innovation ecosystem turn core challenges into impactful, disruptive business outcomes. With deep industry knowledge and a future-ready mindset, we infuse expertise, innovation, and agility into our clients' organizations-delivering measurable value and positive lasting change for them, their customers, and communities around the world. Together, with 30,000+ employees in 30+ countries, we build for boundless impact-touching billions of lives in the process. Visit us at .

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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