Service Desk Analyst – Technical (US Voice)

Job Description

Roles and Responsibilities:

Experience: 1–6 years in IT service desk or L1 technical support, with international voice experience (mandatory)

Role Summary

The Technical Analyst serves as the primary point of contact for hospital staff who call regarding hardware, software, network, and account-related concerns. This position resolves incidents during the first interaction whenever feasible and ensures unresolved items are transferred to the appropriate resolver teams with complete and accurate information.

Key Responsibilities

•         Receive inbound calls, chats, and emails from hospital employees for IT support.

•         Troubleshoot issues involving desktops, laptops, printers, peripherals, and mobile devices.

•         Provide support for Windows OS, Microsoft 365 (Outlook, Teams, OneDrive), and standard business applications.

•         Tackle account-related requests including password resets, account unlocks, MFA, and access requests.

•         Conduct basic network troubleshooting for VPN, Wi-Fi, and connectivity issues.

•         Record, classify, and prioritize each interaction in the ticketing tool (e.g. ServiceNow) using clear, detailed notes.

•         Escalate unresolved issues to L2 and relevant resolver groups according to the support matrix.

•         Follow up on open tickets and keep callers updated until resolution and closure.

•         Use and contribute to the knowledge base.

•         Achieve KPIs, including first contact resolution, average handle time, quality, and CSAT.

Required Skills

•         Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory.

•         Basic understanding of networking concepts such as IP, DNS, VPN, and Wi-Fi.

•         Experience using a ticketing platform such as ServiceNow, Remedy, or Jira Service Management.

•         Proficient spoken and written English, with a neutral accent appropriate for US callers.

•         Ability to maintain a calm, structured approach to troubleshooting, even under time-sensitive pressure.

Preferred

•         ITIL Foundation certification.

•         Prior experience supporting a US healthcare client.

Qualification

Any graduate; a degree or diploma in IT or Computer Science is preferred

Location: Chennai