Hybrid Service Desk Analyst — Growth & Impact

Endava; Northern (KY); Hybrid; USD 35,000 - 40,000; Full time

Benefits offered by this job

Health benefits

401(k)

Hybrid work

Training programs

Job summary

Endava is seeking an IT Contact Center Support specialist to assist clients via phone, chat, and portal tickets. You’ll troubleshoot healthcare/clinical applications and standard IT issues, while documenting steps and coordinating with project teams to reduce downtime.

The role requires 6 months of related experience, an associate degree in a technical field, and a dedication to service excellence. Some evenings, weekends, and travel may be required, with hybrid work options available.

Qualifications

• Associate’s degree in CS/IS or similar technical major.
• 6 months of related experience.
• Demonstrated ability to solve issues with healthcare/clinical applications.
• Knowledge of computer, printer, and network troubleshooting and installation procedures.
• Demonstrated ability to diagnose and troubleshoot Microsoft products.

Responsibilities

• Provide IT contact center support via phone, chat, and customer portal tickets.
• Solve incidents promptly, document issues and solutions, and escalate to minimize downtime.
• Ask probing questions to diagnose issues and apply appropriate solutions.
• Offer maximum customer service and ownership; update customers on status.
• Participate in rotating on-call and Saturday coverage.
• Log troubleshooting steps and solutions per knowledgebase guidelines.
• Escalate incidents to next level support when needed.
• Communicate trends and issues to management and other IT teams.
• Perform additional tasks and projects as assigned by Service Desk leadership.

Skills

6m experience

Healthcare apps

Microsoft troubleshooting

Customer service

Education

Associate’s degree in CS/IS or similar

Job description

Endava is seeking an IT Contact Center Support specialist to assist clients via phone, chat, and portal tickets. You’ll troubleshoot healthcare/clinical applications and standard IT issues, while documenting steps and coordinating with project teams to reduce downtime.

The role requires 6 months of related experience, an associate degree in a technical field, and a dedication to service excellence. Some evenings, weekends, and travel may be required, with hybrid work options available.