Junior Service Desk Analyst

🔥 15 hours ago

🇮🇳 India – Remote

💵 $35k - $40k / year

⏰ Full Time

🟢 Junior

🧐 Analyst

👻 Ghost score 0%

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Endava

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2000

🏥 Healthcare

📣 Marketing

📦 Logistics

💰 Post-IPO Debt on 2023-02

Healthcare • Marketing • Logistics

Endava is a technology company that partners with clients to drive meaningful change through innovative technological solutions. With over two decades of experience, Endava combines world-class engineering, industry expertise, and a people-centric mindset to transform businesses across various sectors. Specializing in areas such as finance and banking, healthcare, media, and telecommunications, Endava leverages its industry-specific knowledge to create solutions that meet the evolving needs of the market. The company is committed to building trusted partnerships and creating positive impacts for both businesses and people.

📋 Description

• Support customers through phone, chat, and tickets submitted via the customer portal • Support clinical and desktop applications and perform technical troubleshooting • Resolve support incidents in a timely manner • Document known issues and solutions • Work with project teams to gather product and process knowledge • Escalate incidents when necessary to minimize downtime • Use basic IT knowledge and problem-solving skills to diagnose and resolve customer support issues • Apply appropriate IT solutions and resolve most incidents at first contact • Provide maximum customer service and issue ownership • Participate in rotating on-call and Saturday coverage schedules • Log troubleshooting steps and solutions according to knowledgebase practices • Escalate incidents to the appropriate next-level support team • Communicate with customers, provide status updates, and follow up to ensure satisfaction • Communicate trends and undocumented issues to supervisors, senior staff, and other IT teams • Complete additional tasks and projects assigned by Service Desk leadership

🎯 Requirements

• Must have a private, dedicated office / workspace and a strong wired internet connection for the provided desktop pc • Associate’s degree in Computer Science/Information Systems (or similar technical major) from an accredited college • 6 months of related experience • A combination of related experience and/or technical certifications may be considered in lieu of the educational requirements • Demonstrated ability to solve issues with healthcare/clinical applications • Knowledge of computer, printer, and network troubleshooting and installation procedures • Demonstrated ability to diagnose and troubleshoot Microsoft products • Ability to work in a team environment, as well as independently • Superior customer service skills and phone etiquette • Excellent documentation skills • Ability to work evening, weekend, and holiday coverage as needed and scheduled • Ability to travel up to 5% • Ability to deal with confidential information and/or issues using discretion and judgment • Participation in both internal meetings and external meetings via video calls, as necessary • Ability to go into corporate or client offices to work onsite, as necessary • For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary • For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function

🏖️ Benefits

• Competitive salary package • Share plan • Company performance bonuses • Value-based recognition awards • Referral bonus • Career coaching • Global career opportunities • Non-linear career paths • Internal development programmes for management and technical leadership • Complex projects • Rotations • Internal tech communities • Training • Certifications • Coaching • Online learning platform subscriptions • Pass-it-on sessions • Workshops • Conferences • Hybrid work • Flexible working hours • Employee assistance programme • Global internal wellbeing programme • Access to wellbeing apps • Hobby clubs and interest groups • Inclusion and diversity programmes • Events and celebrations • USA: Medical, Dental, vision, Disability coverage, and various other benefit options • USA: Flexible Spending Accounts (Medical, Transit, and Dependent Care) • USA: Employer Paid Life Insurance and AD&D Coverages • USA: Health Savings account paired with our low-cost High Deductible Medical Plan • USA: 401(k) Safe Harbor Retirement plan with employer match with immediately vest