Help Desk Support Specialist
20 hours ago
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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