Global Service Desk

Role Overview: At Accendra Health, we aim to simplify the complexities of healthcare by delivering care beyond traditional settings. As a Senior Service Desk Associate, you will be a crucial part of the Global Service Desk team, providing first contact support to end-users via various channels to ensure prompt and effective issue resolution. Your role involves assisting users with IT-related problems, prioritizing incidents, documenting solutions, and escalating issues when necessary. You will also play a key role in maintaining technical knowledge, reinforcing SLAs, and suggesting continuous improvements. Key Responsibilities: - Act as a Senior Service Desk Associate, offering first contact support to end-users through telephone, web portal, email, and chat - Work in shifts as part of a 24x7 support organization - Assist users with PC hardware, software, printer, and other IT-related issues - Prioritize incidents and service requests according to defined processes to meet SLAs - Serve as an escalation point for Service Desk Associates - Record, track, and document incident-solving process in the ITSM tool ServiceNow - Utilize remote tools and diagnostic utilities for troubleshooting - Research solutions through internal and external knowledgebase - Develop help sheets and FAQ lists for end-users - Document technical knowledge and remediation steps in process flow guides - Provide suggestions for continual improvement - Analyze business problems and propose automated systems solutions - Prepare training manuals and FAQ materials for end-user guidance - Support various organizational functions like Infrastructure, Security, Applications, etc. Qualifications: - Minimum of 2 years of relevant work experience or specialized training; freshers/students pursuing masters with basic skills are also considered - High school diploma or equivalent; Associate's or Bachelors degree in technology-related field is a plus - Comptia A+, Comptia Network +, and ITIL certifications are advantageous - Exceptional customer service orientation - Ability to prioritize and execute tasks in a high-pressure environment - Experience in a team-oriented, collaborative environment - Excellent communication skills in English - Customer-friendly mindset and team player - Quick learner with the ability to present ideas in user-friendly language - Self-motivated with keen attention to detail - Strong analytical and problem-solving abilities If you believe you possess the necessary skills and drive to excel in this role, we welcome you to apply to join our team at Accendra Health. Accendra is an Equal Opportunity Employer, providing consideration for employment based on merit without discrimination based on various factors. Role Overview: At Accendra Health, we aim to simplify the complexities of healthcare by delivering care beyond traditional settings. As a Senior Service Desk Associate, you will be a crucial part of the Global Service Desk team, providing first contact support to end-users via various channels to ensure prompt and effective issue resolution. Your role involves assisting users with IT-related problems, prioritizing incidents, documenting solutions, and escalating issues when necessary. You will also play a key role in maintaining technical knowledge, reinforcing SLAs, and suggesting continuous improvements. Key Responsibilities: - Act as a Senior Service Desk Associate, offering first contact support to end-users through telephone, web portal, email, and chat - Work in shifts as part of a 24x7 support organization - Assist users with PC hardware, software, printer, and other IT-related issues - Prioritize incidents and service requests according to defined processes to meet SLAs - Serve as an escalation point for Service Desk Associates - Record, track, and document incident-solving process in the ITSM tool ServiceNow - Utilize remote tools and diagnostic utilities for troubleshooting - Research solutions through internal and external knowledgebase - Develop help sheets and FAQ lists for end-users - Document technical knowledge and remediation steps in process flow guides - Provide suggestions for continual improvement - Analyze business problems and propose automated systems solutions - Prepare training manuals and FAQ materials for end-user guidance - Support various organizational functions like Infrastructure, Security, Applications, etc. Qualifications: - Minimum of 2 years of relevant work experience or specialized training; freshers/students pursuing masters with basic skills are also considered - High school diploma or equivalent; Associate's or Bachelors degree in technology-related field is a plus - Comptia A+, Comptia Network +, and ITIL certifications are advantageous - Exceptional customer service orientation - Ability to prioritize and execute tasks in a high-pressure environment - Experience in a team-oriented, collaborative environment - Excellent communication skills in English - Customer-friendly mi