Rec ID 2120 - Associate Service Desk Analyst

Job Description

Altera, a member of the N. Harris Computer Corporation family, is seeking an Associate Service Desk Analyst to join their team in India. This role involves providing L1 support for desktop and third-party applications to B2B clients, primarily hospitals and clinic groups.

Responsibilities:

• Providing L1 and L2 support for Allscripts applications.
• Performing L1 troubleshooting for desktop and third-party applications.
• Managing tickets through calls, emails, and tickets to ensure quick resolution.
• Adhering to KPIs/KRAs/Goals related to AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, Ageing tickets, Escalation management, and Absenteeism.

Requirements:

• Excellent English communication skills.
• Experience in an international voice profile (global clients), preferably with US clients.
• Experience with L1 desktop troubleshooting.
• 2.5 years of experience (preferable).
• Experience working in a 24x7 voice support function.
• Willingness to work in shifts with non-weekend weekly offs.
• Experience working on ACD (Automatic call distributor) is preferable.
• Ticket management experience with ticketing tools like CASD, Remedy, SNOW etc.
• Knowledge of incident management and incident lifecycle.
• L1 Experience working on Citrix, AD management, office/desktop trouble shooting.

Altera offers:

• Opportunity to work with a leading health IT solutions provider.
• Exposure to a global client base.