Job Description

We are seeking an experienced Lead service desk engineer a strong background in Healthcare IT to oversee our Service Desk operations. The ideal candidate will have proven expertise in managing IT support teams, supporting various healthcare applications, and effectively managing Service Level Agreements (SLAs) to ensure high-quality service delivery.

24x7 Shift  Remote Support

Key Responsibilities

Incident Management

Responsible and resolve incoming helpdesk tickets and phone call related to hardware, software, applications and network issues. 

Document and track incidents, requests, and resolutions in the service desk ticketing system.

Escalate complex issues to Level 2/3 support teams when necessary.

Technical support:

Troubleshoot and resolve desktop, laptop, and peripheral device issues (printers, scanners, etc.).

Provide support for operating systems (Windows, macOS, Linux) and common office applications (Microsoft Office, email clients, etc.)

Assist with password resets, account unlocks, and access issues

Customer Service

Deliver exceptional customer service by providing timely and accurate responses to end-user inquiries.

Communicate technical information clearly and effectively to both technical and non-technical users.

Follow up with users to ensure issues are fully resolved and users are satisfied with the service provided

System Maintenance

Perform basic system administration tasks such as user account creation and management.

Assist with software installations, updates, and configurations, conduct routine maintenance and updates on desktops and laptops.

Knowledge Management

Contribute to the creation and maintenance of technical documentation and knowledge base articles

Share knowledge and best practices with team members to improve overall service delivery.

Educational Qualification

Engineering Graduate an associate degree in Information Technology

Experience

9-12 years of experience in a technical support or helpdesk role. - Familiarity with ITIL framework and best practices is a plus.

Skills 

Basic understanding of computer hardware, software, and troubleshooting techniques.

Familiarity with operating systems such as Windows. Linux  and macOS.

Knowledge of network connectivity basics and common office applications.

Strong troubleshooting and problem-solving skills

Excellent verbal and written communication skills.

Ability to work independently and as part of a team.

Proficiency in using ticketing systems and remote support tools

Certifications 

Microsoft / Linux  Certifications

ITIL Foundation Certifications  are added advantage

Working Conditions

Work from Office 

24x7 Support