Sr. Deskside Analyst

3 weeks ago

Manila, Philippines Nordic Global Full time

Join to apply for the Sr. Deskside Analyst role at Nordic Global

Make a difference. Be happy. Grow your career.

Job Description

The Deskside Analyst role is responsible for assisting with all technology installation, management, and support at assigned location. The role requires building trusting relationships with site leadership and end users as well as working closely with other technology teams such as network resources, AV analysts, desktop engineering, and application analysts. The Deskside Analyst helps deliver cost-effective, standard technology solutions to ensure an exceptional end-user experience in a fast-paced environment.

Key Responsibilities:
  1. Assist with hardware support including audio visual/collaboration tools, computers, printers, scanners, network gear, servers, and phones.
  2. Support a culture of quality and accountability by ensuring all work complies with BSMH standards in process and hardware solutions.
  3. Be mindful of technology costs, budget concerns, and stewardship goals.
  4. Ensure all SLAs are met or exceeded; report concerns or challenges to the manager immediately.
  5. Maintain accurate hardware inventories for production equipment and project/break fix.
  6. Assist vendors in our facilities to minimize staff interruption by technology tasks.
  7. Participate in troubleshooting and planning discussions with the larger technology team to ensure consistent experience across the organization.
  8. Maintain accurate work instructions and identify training needs within the teams.
  9. Provide constructive feedback for continuous improvement.
  10. Communicate clearly in all settings, translating IT language for business users when necessary.
Skills and Experience:
  1. Attention to detail in all responsibilities.
  2. Effective verbal and written communication skills with all levels of customers and technical teams.
  3. Constructive conflict resolution skills.
  4. Ability to build trusting relationships through active listening and understanding concerns.
  5. Prioritization and task execution in high-pressure environments.
  6. Ability to follow technical documents and work instructions.
  7. Understanding of patient care environment, privacy practices, and data protection (PHI and PII).
  8. Fundamental IT knowledge including operating systems, networking, and Active Directory.
  9. Ability to train others and adapt to changing situations.
  10. Capability to support remote teams for troubleshooting and training.
  11. Data analysis skills to resolve discrepancies.
  12. Proactive decision-making and forward-thinking.
  13. Bachelor’s degree and 3 years of related experience, or 6 years of experience without a degree.
  14. Experience in IT support, training, troubleshooting, or pursuing a related degree.
  15. Broad knowledge supporting various hardware and AV equipment.
Additional Details:

This role requires basic knowledge across all IT areas, including network, storage, Active Directory, SCCM deployment, conferencing, and collaboration solutions. It supports 24x7 operations and involves on-call and after-hours support rotation.

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