Associate Service Desk Analyst

📋 Description

• • Join Harris Computer Systems Corporation as an Associate Service Desk Analyst and become a vital part of our global support team, ensuring seamless technical assistance for our B2B clients, primarily hospitals and clinic groups.
• • This role is crucial for maintaining high levels of customer satisfaction by providing expert L1 technical support for desktop environments and a range of third-party applications.
• • You will be the first point of contact for clients, handling inbound calls, emails, and tickets, diagnosing issues, and resolving a significant portion of them directly.
• • Your primary responsibility will be to manage and resolve L1 troubleshooting for desktop hardware, operating systems, and various third-party applications, acting as the initial gatekeeper for technical issues.
• • The role involves a proactive approach to ticket management, ensuring that all incoming issues are logged, prioritized, and addressed efficiently within defined service level agreements.
• • You will be instrumental in the 'catch and dispatch' process for technical tickets, accurately identifying the nature of the problem and either resolving it at L1 or escalating it appropriately to L2 or specialized teams when necessary.
• • A key aspect of your daily work will involve engaging with clients via phone, email, and our ticketing system to provide timely updates and drive issues towards swift resolution.
• • You will be expected to follow up diligently on open tickets, ensuring no issue falls through the cracks and that clients receive consistent and effective support.
• • This position operates within a 24x7 support model, requiring flexibility and a commitment to working in shifts to cover global client needs.
• • Your shift will typically be 9 hours long, comprising 8 hours of active login time and 1 hour allocated for breaks, ensuring a structured yet demanding work environment.
• • You will be responsible for managing your workload effectively to meet key performance indicators (KPIs) and key responsibility areas (KRAs).
• • These metrics will include Average Handle Time (AHT), Hold Time, Average Speed of Answer (ASA), call and ticket quality, customer satisfaction survey scores, ticket aging, effective escalation management, and maintaining excellent attendance.
• • A strong understanding of incident management principles and the incident lifecycle is essential for success in this role.
• • You will gain valuable experience working with critical IT infrastructure components such as Citrix, Active Directory (AD) management, and standard office/desktop troubleshooting.
• • The role offers a fantastic opportunity to develop your technical support skills within a dynamic and growing organization that values its employees and clients.
• • You will contribute directly to the operational efficiency of healthcare providers, playing a part in ensuring their systems are running smoothly.
• • This is an excellent entry point for individuals looking to build a career in IT support and service desk operations, with potential for growth within the company.
• • You will be part of a collaborative team environment, working alongside experienced professionals who are dedicated to providing exceptional service.
• • The ability to communicate technical solutions clearly and concisely to non-technical users will be a core competency you will hone in this role.
• • You will be expected to maintain a professional demeanor at all times, representing Harris Computer Systems Corporation with integrity and expertise.
• • This role requires a proactive mindset, a willingness to learn new technologies and applications, and a commitment to continuous improvement in service delivery.
• • By joining us, you will be part of a company that is a leader in its field, providing essential software solutions to critical industries.
• • Your contributions will directly impact the ability of our clients to serve their customers effectively, making this a rewarding and impactful position.
• • We are looking for individuals who are passionate about technology and customer service, and who are eager to grow their careers in a supportive and challenging environment.
• • You will be trained on specific applications and processes relevant to our client base, ensuring you have the knowledge to succeed.
• • This is more than just a job; it's an opportunity to make a real difference in the daily operations of businesses that are vital to our communities.
• • Embrace the challenge of a fast-paced support environment and contribute to a culture of excellence at Harris Computer Systems Corporation.