Service Desk Analyst – Technical (US Voice)

About the Role:

Experience: 1 year to 6 years in IT service desk or L1 technical support, including mandatory international voice support experience

Role Summary

The Technical Analyst serves as the first point of contact for hospital staff who reach out with hardware, software, network, and account-related concerns. The position focuses on resolving issues at first contact whenever possible and accurately routing remaining cases to the appropriate resolver teams with complete details.

Key Responsibilities

• Receive and manage inbound calls, chats, and emails from hospital employees regarding IT problems.
• Troubleshoot desktops, laptops, printers, peripherals, and mobile devices.
• Provide support for Windows OS, Microsoft 365 (Outlook, Teams, OneDrive), and common business applications.
• Address account issues such as password resets, account unlocks, MFA handling, and access requests.
• Carry out initial network troubleshooting for VPN, Wi-Fi, and connectivity issues.
• Log, categorise, and prioritise every request in the ticketing system (e.g. ServiceNow), including clear and accurate notes.
• Escalate unresolved issues to L2 and relevant resolver groups in line with the support matrix.
• Follow up on open tickets and keep callers updated until resolution.
• Use and contribute to the knowledge base.
• Achieve KPIs related to first contact resolution, average handle time, quality, and CSAT.

Required Skills

• Working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
• Basic understanding of networking concepts including IP, DNS, VPN, and Wi-Fi.
• Experience using a ticketing tool such as ServiceNow, Remedy, or Jira Service Management.
• Strong spoken and written English, with a neutral accent appropriate for US callers.
• Ability to maintain a calm, structured approach to troubleshooting, even under time pressure.

Preferred

• ITIL Foundation certification.
• Experience supporting a US healthcare client.

Qualification

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

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