Service Desk Analyst at World Wide Technology Healthcare Solutions

, , India -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows Server, VMware, Monitoring Tools, Service Ticketing Systems, ServiceNow, ITSM Tool, Logic Monitor, Incident Management, Problem Management, Troubleshooting, Communication Skills, Interpersonal Skills, CCNA, MCSE, Cloud Certifications

Industry

IT Services and IT Consulting

Description

* At least 2 years of experience working in NOC/Monitoring Centre managing multiple customers * Experience with Windows Server (2012/R2 and newer) and VMware environments * Hands-on experience with monitoring tools and service ticketing systems * Experience with Service Now an ITSM Tool * An asset is working with Logic Monitor as a monitoring tool * Ability to work in a fast-paced environment and manage multiple tasks/incidents simultaneously * Strong communication and interpersonal skills * Ability to analyze and troubleshoot complex technical issues * Technical certifications such as Cisco CCNA, Microsoft MCSE, or cloud certifications preferred * Proven experience in working rotational shifts including the overnight shift local time * The role is within a 24/7 environment that requires rotation of the following shifts 6:30amEST to 3:00pmEST 2:30pmEST to 11:00pmEST 10:30pmEST to 7:00amEST There is a requirement to work weekends and holidays #LI-PR1 Qualifications * Incident management of multiple customer environments simultaneously. * Responding to all incidents within the Service Level Agreement. * Identifying patterns and initiating problem management to address root causes. * Demonstrating a sense of urgency in responding to critical incidents. * Determining software or hardware failures and processing replacements of defective gear. * Completing standard MAC (Move, Add, Change) procedures for all managed customers, follow documented processes. * Escalating any potential problems and client support issues to vendors as per SLA contracts. * Analyzing customer environments and preparing Quaterly Business Review reports, providing recommendations for continuous improvements. * Following all documented processes.

Responsibilities

Responsibilities include managing incident resolution for multiple customer environments simultaneously while adhering to Service Level Agreements, and identifying patterns to initiate problem management for root cause analysis. The role also involves determining hardware or software failures, processing replacements, completing standard Move, Add, Change procedures, and preparing Quarterly Business Review reports.