SENIOR ANALYST

Responsibilities :- Provide technical expertise to the help desk team Act as technical liaison between help desk and IM support groups Maintain technical skill continuity and consistency of help desk staff Ensure continuous improvement of services provided by the help desk Provide telephone support to customer end users Provide Problem Management System support activities Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD Includes preparation of help desk staff to support new technology Maintain skills inventory of help desk analysts and Work Request Co-ordinators: Evaluate technical skills Develop and maintain Training Plan Liaison between help desk and other groups on technical support issues: Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, Notification Escalation list, help desk weekly schedule, support documentation, etc. Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out. Develop processes to streamline the daily functioning of the help desk including: Work distribution Monitoring phone queue and email box Vendor management and follow-up User follow-up Closing tickets Maintaining front end message Work closely with help desk manager to implement technical action items related to the help desk Assist help desk manager in analysing help desk group and individual statistics: Ensure implementation of BOP (Best Operating Practices) in the help desk Establish communication link with other zones relative to technical and support environment Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process. Manage small help desk related projects. Backup help desk Manager when help desk Manager is out. Documentation of help desk processes Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users Route problems to internal IM support staff Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution Administer and provide User Access and Exit controls . Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention' Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management Technical Requirements Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Prior experience in Hospital support Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clien
To provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update & management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected r