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Senior Help Desk Shift Lead
EVRY India
posted 3+ weeks ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Description "Job Summary:
Manage Shift rosters.
Supervise the Shifts deliverables.
Escalation Management
Create new knowledge base articles based on new issues
Responsibilities:
Provides advanced technical support and troubleshooting for complex healthcare IT issues.
Acts as a subject matter expert for specific healthcare software applications and systems.
Assists help desk agents with escalated issues and provides mentorship.
Collaborates with IT teams to identify and implement solutions to recurring problems.
Participates in the development and maintenance of knowledge base articles and support documentation.
Conducts training sessions for help desk staff on new technologies and procedures.
Assists in project planning and implementation related to help desk services.
Qualifications:
1. Graduate or equivalent; additional certifications or technical training in IT-related fields is a plus.
2. Proven experience in a customer service or technical support role, preferably in a healthcare setting.
3. Strong knowledge of computer hardware, software applications, operating systems (e.g., Windows, MacOS), and networking concepts.
4. Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.
5. Empathetic and patient demeanor with a commitment to delivering high-quality customer service in a healthcare environment.
6. Strong problem-solving skills and ability to troubleshoot technical issues independently.
7. Familiarity with ticketing systems and remote support tools is preferred.
8. Knowledge of HIPAA regulations and healthcare industry standards is desirable.
9. Ability to work effectively in a fast-paced environment and handle multiple priorities simultaneously.
10. Willingness to work flexible hours, including evenings, weekends, and holidays, as needed to support healthcare operations."
Recruiter Name Ajay Sharma
Recruiter Email Id ajay.sharma@tietoevry.com
Employment Type: Full Time, Permanent
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What people at EVRY India are saying
What EVRY India employees are saying about work life
based on 270 employees
Flexible timing
Monday to Friday
No travel
Day Shift
EVRY India Benefits
Submitted by Company
Supporting the remote-work environment Employee Wellness Upgraded Medical Insurance coverage Awareness campaign for Covid-19 prevention
Submitted by Employees
View more benefits 
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