
Rec ID 2032 - Associate Service Desk Analyst
Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
Job Requirement:
- Excellent English communication skills.
- Required with an experience of international voice profile (global clients) - Inbound/Outbound (technical support). Preferably US.
- Experience with at least L1 Desktop trouble shooting. The role will require L1 ServiceDesk skills as the team only manages L1 troubleshooting for Desktop and third-party application support, the team resolves 60-65% of all issues.
- 2.5 years of experience (preferable)
- Experience working in 24X7 voice support function.
- Ready to work in shifts with non-weekend Weekly offs is a requirement for this role.
- Experience working on ACD (Automatic call distributor) would be preferable.
- Ticket management experience - Preferable with experience in ticketing tools like CASD, Remedy, SNOW etc. Incident management and information on Incident life cycle is a must.
- L1 Experience working on Citrix, AD management, office/desktop trouble shooting will be required.
Job description:
Apart from the above Job Requirements (which will roll into the job description) there are some other business imperatives that are a part of the role.
- The team supports B2B clients. i.e., We induct work through calls/emails/tickets from Hospitals & group of clinics.
- The team works in shifts which require log into the ACD throughout the shift. The usual shift will be of 9 hour which includes – 8 hours of login and 1 hour of break.
- Daily work would consist of L1 and L2 support for Allscripts applications.
- Daily work would consist of L1 troubleshooting only for Desktop and third-party application support, the team is majorly into catch and dispatch of issue tickets.
- A usual day consists of taking calls, working on emails & tickets to ensure quick resolution is given to the caller and daily follow up on tickets to closure.
- KPIs/KRAs/Goals majorly consists of AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, Ageing tickets, Escalation(error) management & Absenteeism.
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:
HR.Recruiting@AlteraHealth.com
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