• Service Desk Analyst

    Job Locations IN-Pune
    Posted Date 1 month ago(7/9/2018 8:51 AM)
    Requisition ID
    Client Service/Support
  • Overview


    Welcome to Allscripts! 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, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    The primary purpose of this role is to provide service desk support to client users and any other duties as needed.


    • Acts as initial point of contact for user support calls to the IT Service Desk such that all calls are logged correctly and promptly allocated appropriately within the IT team.
    • Provides first-line technical support when handling calls, in order to provide time-of-call resolution to calls whenever possible.
    • Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems
    • Carries out a prescribed program of system performance monitoring, measurement, management, and capacity planning for computer systems, to support a pro-active approach to meeting changing system demands.
    • Assist in the maintainence of the Service Desk Knowledge Base.


    Job Requirement:

    • Excellent English communication skills.
    • Required with an experience of international voice profile(global clients) - Inbound/Outbound (technical support). Preferably US.
    • Experience with at least L1.5/2 Desktop trouble shooting. The role will require L2 ServiceDesk intermediate skills supporting infrastructure (VPN, routers, L2/L3 switches, networks, CyberArk, setting device NAT, Hardware, CareBridge/SecureLink) and will also require L1 troubleshooting for Desktop and third party application support, the team resolves 30% of all issues.
    • The candidates with certification in CCNA, CCNA security, VPN will be an additional advantage
    • 2-3 years of experience (preferable)
    • Experience working in 24X7 voice support function. 
    • Ready to work in shifts with non-weekend weekly offs is a requirement for this role.
    • Experience working on ACD(Automatic call distributor) would be preferable.
    • Ticket management experience - Preferable with experience in ticketing tools like CASD, Remedy, SNOW etc. Incident management and information on Incident life cycle is a must.


    Job description:


    Apart from the above Job Requirements (which will roll into the job description) there are some other business imperatives that are a part of the role.


    • The team supports B2B clients. i.e. We induct work through calls/emails/tickets from Hospitals & group of clinics
    • The team works in shifts which requires to log into the ACD throughout the shift. A usual shift will be of 9 hour which includes – 8 hours of login and 1 hour of break.
    • Daily work would consist of L 1.5/2 troubleshooting for supporting infrastructure (VPN, routers, switches, networks, CyberArk, setting device NAT, Hardware, CareBridge/SecureLink) and will also require L1 troubleshooting for Desktop and third party application support.
    • A usual day consists of taking calls, working on emails & tickets to ensure quick resolution is given to the caller and daily follow up on tickets to closure.
    • KPIs/KRAs/Goals majorly consists of AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, Ageing tickets, Escalation(error) management & Absenteeism.



    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


    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.


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