Service Desk Analyst

Service Desk Analyst

Altera Digital Health

Long Island - Hybrid

Overview

As a Service Desk Analyst within our Global Managed Services team, you will be the first point of contact for our clients, providing exceptional first-level end-user support.

The primary purpose of this role is to deliver timely and effective technical assistance via telephone, chat, web submissions, and email.

You will be responsible for processing service requests, triaging incidents, and applying your problem-solving skills to ensure our clients receive the support they need to succeed.

Key Responsibilities


* Act as the initial point of contact for user support calls to the IT Clinical Service Desk, ensuring all calls are logged correctly and promptly allocated.


* Provide first-line technical support when handling calls to achieve time-of-call resolution for less complex issues whenever possible.


* Deliver ad-hoc service to users of all computer systems, troubleshooting and resolving system and application problems.


* Carry out a prescribed program of system performance monitoring, measurement, and management to support a proactive approach to meeting changing system demands.


* Assist in the maintenance of the Service Desk Knowledge Base.


* Work directly with clients (ex.

Clinical Staff) on issues requiring overall product knowledge and an understanding of the healthcare business.


* Work independently with clients, beginning to focus on critical-level cases.


* Develop knowledge content to support team and client needs.

Qualifications


* Experience:
+ 2-4 years of relevant work experience is preferred.
+ Proficient knowledge of Microsoft Windows operating systems, Microsoft Office, and IT Service Management software (ex.

KACE or SNOW).
+ Knowledge of Altera Solutions (Sunrise Clinical Manager, Sunrise Radiology, Enterprise Scheduling),  and familiarity with Altera clients, processes, and the healthcare industry in general including healthcare workflows in an ambulatory and acute care setting.
+ Software support experience demonstrating strong troubleshooting and analytical skills.
+ Familiarity with A+ & N+ terminology, Active Directory, and VPN clients.
+ Basic understanding of Windows Server and MS Exchange.


* Education:
+ A Bachelor's Degree is preferred.

Working Arrangements


* Standard work week or as defined by assignment requirements.


* Primarily works in a standard office environment.


* May require after-hours, on-call support, and/or holidays.


* On-call and after-hours work during peak times, including end of month/quarter/year; during this time, PTO is limited to meet business needs.

Travel


* Up to 10% travel may be required.

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