Altera Digital Health Looking for Associate Desktop Support Analyst 7404 at Vadodara, Gujarat Full Time

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

Key Responsibilities:–

Develop service strategy to mitigate software, hardware, and networking issues

Responds to requests for assistance from employees who are experiencing problems, via phone, web, and in-person channels

Ensure all incidents are resolved within stipulated SLAs

Document actions taken, RCA, results, of problems in internal ticketing system.

Provides permanent solutions to reduce recurring issues.

Partner with IT and business personnel to discuss the impact of incidents on services

Track and report all open and closed incidents to leadership teams.

Develop business support standards, processes and procedures, and guidelines for incident management.

Evaluate trade-offs between issues using value, impact, and risk criteria.

Proactively learn and train other staff members on new product and service technologies

Participate in Short term and Long term projects.

Technical Skills

1-3 years of experience

Experience in using help desk ticketing software.

Experience in troubleshooting technical issues and ability to handle L2 and L3 escalations.

Familiarity with ITILv3 or related service delivery frameworks.

Hands-on Experience with Windows OS, MS Office 365, Outlook

Hands-on experience in computer hardware troubleshooting and assembling.

Strong knowledge of Network fundamentals.

Basic knowledge of Active Directory, DNS, DHCP.

Familiar with Network Printer & Scanner Installations & Troubleshooting.