Service Desk Analyst I

7 days ago

Imus, Philippines Nordic Global Full time

Service Desk Analyst I – Nordic Global Join to apply for the Service Desk Analyst I role at Nordic Global. The Role The IT Service Desk Agent I answers calls, chats, e‑mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues. The role requires a knowledgeable IT professional experienced in troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues. The position supports multiple clients simultaneously, documents unresolved issues for escalation, and delivers excellent customer service while working a varying shift schedule that may include evenings, weekends, and holidays. Key Responsibilities Provide a high level of professionalism and customer service. Serve as the first point of contact for end users seeking IT assistance. Support various technologies and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN, Citrix, and Mobile Device Management. Analyze end‑user needs through qualifying questions, use remote applications to diagnose issues. Perform remote troubleshooting using technical diagnostic techniques and pertinent questions. Resolve issues during the call or document and transition them following escalation protocols. Walk end users through IT problem solving or workflow processes. Accurately document pertinent information for requests and incidents in the ticketing system. Identify and appropriately escalated IT issues. Document investigations and resolutions in a timely manner using research to quickly understand and diagnose issues. Direct unresolved issues to the next level IT personnel. Maintain and expand knowledge of help desk procedures and services. Adhere to policies and procedures such as HIPAA and client notification expectations. Attend and participate in team meetings. Work on assigned projects on an ad‑hoc basis and assist with other corporate initiatives as directed. Required Skills and Experience Excellent customer service and communication skills, written and verbal. General knowledge and/or experience in computer systems/software. Proficient in English to support our clients’ needs; Spanish is a plus. Enjoy working with technology, learn new software quickly, and have strong typing skills. Apply problem‑solving skills to repetitive tasks. Work nights and weekends, depending on assigned shift. Strong attention to detail and organizational ability. Work independently, as well as within a team environment. Demonstrate and embody Nordic’s maxims. Additional Details Must have a quiet, private working space. Must have high‑speed internet availability, directly connected to a router (no wireless). Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. #J-18808-Ljbffr

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