Sr. IT Service Desk Analyst @ Mohinder Singh Hiring

Job Description

Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information. Senior IT Service Desk Analyst Job Summary A Senior IT Service Desk Analyst is responsible for providing first call case resolution, case triage, escalations, and high levels of customer service. Independently processes internal service requests and incident cases for all technology domains. Troubleshoots issues directly with users in a professional manner. Mentors, trains, and assists junior analysts. Essential Functions/Major Job Responsibilities Independently. troubleshoots incident cases with associates in a professional manner. Independently follows runbooks and case procedures. Independently works with junior analysts on difficult cases to resolve them on the first call. Independently triages, collects data, documents cases, and escalates those cases as necessary. Independently develops root cause analysis (RCA) documents for incident cases. Independently develops and writes knowledge articles and runbooks. Mentors, trains, and assists junior specialists. Ensures Key Performance Indicators (KPIs) are met. Proactively monitors tools for alerts and provides notification of outages. Job Requirements Education Bachelor's degree or equivalent preferred. Work Experience 4-7 years of relevant work experience in information technology preferred. Certifications CompTIA A+ (or similar) preferred. Security+ (or similar) preferred. ITIL Foundations preferred. Knowledge, Skills, And Abilities Ability to work collaboratively with a team and provide constructive feedback to junior analysts. Ability to provide excellent customer service when working directly with users that may not be technical. Ability to mentor, coach, and train junior specialists. Very strong customer service skills. Very strong knowledge of Microsoft operating systems and Office software suite. Strong knowledge of PC components and troubleshooting them. Strong knowledge of processing cases within a case management system. Intermediate knowledge of general networking principles. Intermediate knowledge of Mac OS and/or Linux operating systems. Intermediate knowledge of cyber security practices. Working Arrangements Standard work week or as defined by assignment requirements. May be required to attend a local office for specific tasks and meetings. Rotating shift 24/7 support may be required or follow the sun approach with teams based out of US offices. Travel Occasional travel to an office may be required. We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce. Thank you for reviewing this opportunity! Does this look like a great match for your skill set If so, please scroll down and tell us more about yourself

Employement Category:

Employement Type: Full time
Industry: IT
Role Category: IT Services & Consulting
Functional Area: Not Applicable
Role/Responsibilies: Sr. IT Service Desk Analyst

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Keyskills:   Customer Service Troubleshooting Mentoring Training IT Service Desk Microsoft Operating Systems PC Troubleshooting Networking Principles Cyber Security Practices