Job Description

Senior Service Desk Analyst
Are you looking to take off your career to gain unique experiences?
Passionate to contribute the digital transformation of healthcare?
Excited about a mix of start-up mode opportunity in a bigger enterprise?
The Strategic Tech Enablement (aka STE) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.
Our Team culture:

• Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer
• Empowering & Enabling individuals and teams to realize their full potential.
• Focus on outcomes, solving our users pain points & predictable delivery
• Data driven decision making on vision & roadmap of Service Operations & Customer Service Support.

About the Role - Senior Service Analyst - Voice Support:
This is a critical Service Desk execution for the Voice Support Team at Providence India. The scope is breadth focused across Providence and deep, in terms of technical, process, operational, and continuous improvement required to support multiple enterprise wide IS services. This role will work in a fast-paced environment, have constant demands for better services, and will require strong problem resolution, decision making, communication and partnering skills.
What will you be responsible for:
The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, inbound call handling. Candidate should be adept at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on User experience. Candidate should be highly collaborative and has good working experience in Global operating setups.

• Customer Service: Personal responsibility for customer satisfaction. Professionally represents the 'Face and Voice of IT' in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
• Quality: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
• Problem Solving: Strong attention to detail and outstanding analytical skills.
• Collaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
• Flexibility and response to change: Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment.
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.

What would your day look like?

• Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
• Identify areas of opportunity for process improvements towards greater support experience and better supportability.
• Troubleshoot Caregiver issues and resolve upon first contact when able and escalates problems that cannot be resolved to the appropriate group in a timely manner.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Provide insights on weekly service reviews with Global leads
• Execute on opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.

Who are we looking for?

• 3-6 years of Industry experience in Service Management, Service Operations, Call Center Operations.
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Preferred Skills: Service Now, Citrix, Aternity
• BS or MS in Computer Science of Equivalent

Providence's vision to create 'Health for a Better World' aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization's success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
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