Job Description

ITC Infotech is looking for Service Desk Analyst to join Team in United States Remotely.

About US:

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

Job Summary

We are seeking a motivated and detail-oriented IT Help Desk Agent to provide technical support to staff for healthcare service provider. The ideal candidate will have hands-on experience handling calls from Healthcare professionals, troubleshooting hardware, software, and network issues, with a focus on ensuring minimal downtime in a fast-paced healthcare environment. This role requires excellent customer service skills, the ability to prioritize tasks, and a basic understanding of IT systems commonly used in hospitals.

Availability to work flexible hours, including occasional evenings or weekends, to support 24/7 hospital operations.

Responsibilities

• Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.
• Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation teams.
• Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Apply diagnostic utilities to aid in troubleshooting.
• Provide SOP based first level resolutions
• Ticket creation / Categorization / Prioritization
• Ability to identify and organize tickets according to priority and forward tickets to Field Engineers (L2)
• Incident resolution and Ticket closure
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Identify and learn appropriate software and hardware used and supported by the organization.
• Develop help sheets and frequently asked questions lists for end users.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.

Experience Requirement:

• 6 months to 1 year of work experience in a Service Desk for a healthcare or hospital environment
• Familiarity with hospital-specific software (e.g., EHR systems like Epic) and terminology so that he/she is able to comprehend healthcare jargons and provide resolution
• Experience troubleshooting problems with Windows 10/11 and Microsoft Office 365 Suite.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to quickly learn new software.
• Proven ability to work independently with a strong focus on customer service.

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.

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