Note: The job is a remote job and is open to candidates in USA. Endava is a technology and engineering company that partners with leading brands to create digital platforms and experiences. The Junior Service Desk Analyst provides IT contact center support through phone, chat, and customer portal tickets, troubleshooting clinical, desktop, and other technical applications. The role resolves incidents, documents solutions, communicates with customers, and escalates issues when necessary.
Responsibilities
- We need the Teammate in this position to solve support incidents in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge and escalate (when necessary) to minimize downtime for Client teammates, partners, and customers
- Using basic IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues
- Using IT tools and expertise, apply the appropriate solution to address the issue and resolve most IT incidents encountered at first contact, in a timely manner
- Provide maximum customer service and issue ownership
- Participate in a rotating on call and Saturday coverage schedule
- Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
- When necessary, escalate incidents to the appropriate next level support team
- Communicate with customers, provide status updates and follow-up to ensure satisfaction
- Communicate trends and undocumented issues to supervisor, seniors and other IT teams as necessary
- Complete additional tasks and projects assigned by Service Desk leadership
Skills
- Must have a private, dedicated office / workspace, as well as a strong wired internet connection for the provided desktop pc
- Associate's degree in Computer Science/Information Systems (or similar technical major) from an accredited college
- 6 months of related experience
- A combination of related experience and/or technical certifications may be considered in lieu of the educational requirements
- Demonstrated ability to solve issues with healthcare/clinical applications
- Knowledge of computer, printer, and network troubleshooting and installation procedures
- Demonstrated ability to diagnose and troubleshoot Microsoft products
- Commitment to Client's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in everyday performance and interactions
- Demonstrated ability to work in a team environment, as well as independently
- Superior customer service skills and phone etiquette
- Excellent documentation skills
- Ability to work evening, weekend, and holiday coverage as needed and scheduled
- Ability to travel up to 5%
- Ability to deal with confidential information and/or issues using discretion and judgment
- Participation in both internal meetings and external meetings via video calls, as necessary
- Ability to go into corporate or client offices to work onsite, as necessary
- Prolonged periods of remaining stationary at a desk and working on a computer, as necessary
- Ability to bend, kneel, crouch, and reach overhead, as necessary
- Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary
- Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary
- For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary
- For positions that require business travel and/or event attendance, a valid driver's license and acceptable driving record are required, as driving is an essential job function
Benefits
- Share plan
- Company performance bonuses
- Value-based recognition awards
- Referral bonus
- Career coaching
- Global career opportunities
- Non-linear career paths
- Internal development programmes for management and technical leadership
- Complex projects
- Rotations
- Internal tech communities
- Training
- Certifications
- Coaching
- Online learning platform subscriptions
- Pass-it-on sessions
- Workshops
- Conferences
- Hybrid work
- Flexible working hours
- Employee assistance programme
- Global internal wellbeing programme
- Access to wellbeing apps
- Hobby clubs and interest groups
- Inclusion and diversity programmes
- Events and celebrations
- Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options (full-time roles only; does not apply to contractor positions)
- Flexible Spending Accounts (Medical, Transit, and Dependent Care) (full-time roles only; does not apply to contractor positions)
- Employer Paid Life Insurance and AD&D Coverages (full-time roles only; does not apply to contractor positions)
- Health Savings account paired with our low-cost High Deductible Medical Plan (full-time roles only; does not apply to contractor positions)
- 401(k) Safe Harbor Retirement plan with employer match with immediately vest (full-time roles only; does not apply to contractor positions)
Company Overview
Company H1B Sponsorship