Job Description :
IT Service desk profile. Healthcare/hospital support experience is highly recommended.

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users

· Route problems to internal 2nd and 3rd level IT support staff.

· Coordinate and manage relationships with vendors and support staff that provide hardware / software network problem resolution.

· Administer and provide User account provisioning.

· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention''s.

· Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders /incidents to appropriate support teams and follow up until closure.

· Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

· Perform user account management activities

· Escalate complex problem to appropriate support specialists

· Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

· Troubleshoot client software and basic network connectivity problems

· Identify, evaluate and prioritize customer problems and complaints

· May train users and operators on a limited basis and/or may write training procedures

· Participate in on-going training and departmental development

· Routine maintenance updates with other IT staff and business units

· Provide all required documentation including standards, configurations and diagrams

· Provide knowledge transfer of EUC operations