Junior Service Desk Analyst

Endava; United States; Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Performance bonuses

Wellbeing program

Job summary

Endava is seeking an IT Contact Center Support teammate to assist clients via phone, chat, and ticket submissions. You will troubleshoot healthcare/clinical applications and desktop software, document issues, and escalate when needed to keep downtime minimal.

You will participate in rotating on-call and weekend coverage, while delivering excellent customer service. A related degree and six months of IT support experience are preferred.

Qualifications

• Associate degree in Computer Science/Information Systems or similar technical major is preferred.
• At least 6 months of related IT support experience with healthcare/clinical applications.
• Ability to diagnose and troubleshoot Microsoft products and standard IT tools.
• Willingness to work evening, weekend and holiday coverage when required.
• Demonstrated customer service excellence and clear documentation.

Responsibilities

• Resolve IT incidents across phone, chat and portal tickets in a timely manner.
• Document known issues and solutions; escalate when needed to minimize downtime.
• Gather product knowledge with project teams and update the knowledge base.
• Provide ownership and high-quality service to clients, partners and staff.
• Participate in rotating on-call and Saturday coverage; maintain communications.

Skills

Healthcare IT

Customer service

Troubleshooting

Microsoft products

Documentation

On-call

Teamwork

Education

Associate degree in CS/IS

Tools

Microsoft Windows

Healthcare software

Job description

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses. From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

This is an IT Contact Center Support role that includes supporting customers through various channels such as phone, chat and tickets submitted via our customer portal. This position includes, but is not limited to, support of clinical & desktop applications, as well as other technical troubleshooting.

• We need the Teammate in this position to solve support incidents in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge and elevate (when necessary) to minimize downtime for Client teammates, partners, and customers.
• Using basic IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues
• Using IT tools and expertise, apply the appropriate solution to address the issue and resolve most IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Participate in a rotating on call and Saturday coverage schedule
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, scale incidents to the appropriate next level support team
• Communicate with customers, provide status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, seniors and other IT teams as necessary
• Complete additional tasks and projects assigned by Service Desk leadership

Qualifications

• Must have a private, dedicated office / workspace, as well as a strong wired internet connection for the provided desktop pc.
• Associate's degree in Computer Science/Information Systems (or similar technical major) from an accredited college
• 6 months of related experience
• A combination of related experience and/or technical certifications may be considered in lieu of the educational requirements
• 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
• Commitment to Client's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in everyday performance and interactions
• Demonstrated ability to work in a team environment, as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening, weekend, and holiday coverage as needed and scheduled
• Ability to travel up to 5%
• Ability to deal with confidential information and/or issues using discretion and judgment.

Additional Information

• Finance:Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities:Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance:Hybrid work and flexible working hours, employee assistance programme;
• Health:Global internal wellbeing programme, access to wellbeing apps;
• Community:Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

Additional Employee Requirements

• Participation in both internal meetings and external meetings via video calls, as necessary.
• Ability to go into corporate or client offices to work onsite, as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
• Ability to bend, kneel, crouch, and reach overhead, as necessary.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
• Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
• For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
• For positions that require business travel and/or event attendance, a valid driver's license and acceptable driving record are required, as driving is an essential job function.

If requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

USA Benefits (Full time roles only, does not apply to contractor positions)

• Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
• Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• Employer Paid Life Insurance and AD&D Coverages
• Health Savings account paired with our low-cost High Deductible Medical Plan
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest

At Endava, we're committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives- because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.