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About the role
Role Summary Team Service Desk – Healthcare Client Experience 3–5 years in Service Desk with L1.5/L2 exposure Location Bangalore/Hyderabad Working Hours 24×7 rotational; expected to anchor critical windows and mentor L1s Role Summary Mid‑level analyst providing L1.5/L2 support, handling escalations and complex issues, mentoring L1 staff, driving KB quality and problem reduction in a healthcare context with strict SLAs. Key Responsibilities Own escalated tickets; perform deep‑dive troubleshooting (O365, AD, Exchange Online, VPN, VDI, clinical apps) Lead major incident participation during the shift and ensure timely comms/bridges as needed Perform standard admin tasks with guardrails (mailbox, DL, access, printers, profiles) Create/curate KB articles; coach L1 team for FCR uplift and ticket hygiene Trend analysis for repeat issues; propose problem records and preventive actions Partner with onshore teams for changes, pilot rollouts and post‑incident reviews Must‑Have Skills Strong ServiceNow hands‑on (queues, assignment groups, SLAs, KB) Proficient troubleshooting across O365, AD, Windows, VPN, VDI/Citrix Healthcare IT support experience (HIPAA‑aware handling of PHI) Ability to handle P2/P3 independently and support P1 bridges Mentoring/peer‑coaching experience Tools / Technologies ServiceNow ITSM, Problem and Change (awareness) Microsoft 365 admin basics; Azure AD user operations (guardrailed) Remote tools, log collection utilities Performance KPIs Escalation resolution rate and time‑to‑restore KB contribution and L1 FCR uplift attributable to coaching Repeat incident reduction on owned categories SLA Compliance & CSAT on escalated tickets Behavioral / Soft Skills Crisp incident communication and stakeholder updates Coaching mindset; constructive feedback to L1s Analytical thinking; pattern recognition for problem records Calm under pressure during P1/P2 handling
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