Help Desk Support Specialist

20 hours ago


Hyderabad, Telangana, India 2104 Merative Technologies India Private Limited Full time

Transforming Health Outcomes through Exceptional Support

At Merative, we're dedicated to delivering cutting-edge data, analytics, and software solutions for the health industry. Our clients trust us to improve decision-making and performance, driving real progress in health.

We're seeking a skilled Help Desk Engineer to join our IT Helpdesk team in Bangalore. As a key member of our team, you'll leverage your technical expertise to resolve complex issues, drive process improvements, and enhance the end-user experience.

Key Responsibilities:

  • Liaise with vendors to ensure seamless warranty programs and interlock with internal teams.
  • Analyze top ticket drivers and develop strategies to reduce them, improving the overall support experience.
  • Collaborate with product and platform owners, vendors, and engineering teams to resolve PC/Mac-related issues.
  • Work closely with Help Desk Managers and Platform Engineering Teams to drive cross-squad collaboration and facilitate service management.
  • Drive end-to-end calls with all desks (HD, L2, and L3 teams) and handle incident breach notifications.
  • Support readiness focal point, ensuring new support teams are equipped to handle complex issues.
  • Conduct root cause analysis to understand the impact of major outages and identify lessons learned.
  • Perform data mining and analysis to support transformation activities and drive OKR/KPIs.
  • Identify automation opportunities and process improvements, working closely with IT Operations teams.

Requirements:

  • Good understanding of ITIL framework.
  • Hands-on familiarity with MacOs and Windows PC.
  • Knowledge of Active Directory, MS Exchange, and Office 365.
  • Advanced Excel and database management skills.
  • Advanced troubleshooting capabilities.
  • Customer orientation and excellent verbal and written communication skills.
  • Bachelor's degree in engineering or equivalent, though a master's degree is preferred.
  • Strong organizational skills, excellent interpersonal skills, and ability to clearly document risk and controls.
  • Motivated self-starter with ability to work independently, adapt to changing priorities, and handle multiple assignments.


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