Rec ID 2184 - Associate Service Desk Analyst

Job Description

Altera, a member of the N. Harris Computer Corporation family, is seeking an Associate Service Desk Analyst. The role involves providing health IT solutions that support caregivers worldwide.

The Associate Service Desk Analyst will be responsible for L1 troubleshooting for desktop and third-party application support and resolving a majority of issues. This role requires excellent English communication skills and experience in an international voice profile, preferably with US clients.

Altera is an Equal Opportunity/Affirmative Action Employer.

Role Involves:

• Providing L1 and L2 support for Allscripts applications.
• Performing L1 troubleshooting for desktop and third-party application support.
• Taking calls, working on emails & tickets to ensure quick resolution.
• Daily follow up on tickets to closure.

Requirements:

• Excellent English communication skills.
• Experience of international voice profile (global clients) - Inbound/Outbound (technical support). Preferably US.
• Experience with at least L1 Desktop trouble shooting.
• 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.