Associate Desktop Support Analyst

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon, Altera TouchWorks, Altera Opal, STAR, HealthQuest and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Overview

The Desktop Support Analyst is responsible for delivering end-to-end support in accordance with the IT Service Level Agreements. By partnering with end-users and technology groups, the support analyst ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.

Responsibilities

• Develop service strategy to mitigate software, hardware, and networking issues
• Responds to requests for assistance from employees who are experiencing problems, via call, chat, and in-person channels
• Ensure all incidents are resolved within stipulated SLAs
• Document actions taken, RCA, results, of problems in internal ticketing system.
• Provides permanent solutions to reduce recurring issues.
• Track and report all open and closed incidents.
• Proactively learn on new product and service technologies
• Participate in short-term and long-term projects.
  
  

Qualifications

• Graduation in any stream or other relevant combination of training and experience.
• Educated in English Medium is preferred
• At least 2 Years of Experience in IT Service and Support
  
  

Technical Skills -

• Experience in using help desk ticketing software.
• Experience in troubleshooting technical issues and ability to handle L2 and L3 escalations.
• Familiarity with ITIL or related service delivery frameworks.
• Hands-on Experience with Windows OS, MS Office 365, macOS
• Hands-on experience in computer hardware troubleshooting and assembling.
• Strong knowledge of Network fundamentals.
• Basic knowledge of Active Directory, DNS, DHCP.
• Familiar with Network Printer & Scanner Installations & Troubleshooting.
  
  

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

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