Global Service Desk Analyst

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Global Service Desk Analyst role is to aid the organization’s ability to maintain a productive end-user technology environment by ensuring all provided hardware and software assets are fully functional. This position will provide technical support for equipment such as computers, printers and IP phones along with associated software components.

Job title:

Global Service Desk Analyst

Job Description:

Key Responsibilities:

• Respond to inquiries from users via phone, email, or chat, and provide guidance and solutions to technical problems.
• Log all support requests and issues in ticketing system and track their progress to ensure timely resolution.
• Escalate complex or unresolved issues to appropriate teams or senior technical staff for further investigation and resolution.
• Provide training and guidance to users on how to use software applications, troubleshoot common issues, and improve their technical skills.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.

 Qualifications:

• Tertiary level qualification in Information Technology, Computer Science or related discipline.
• 1+ years’ experience in IT Service Desk Delivery.
• IT professional certifications such as CompTIA A+ and Network+ preferred but no essential.

BPO Environment:

• Basic working knowledge of MS Windows and VPNs.
• Strong working knowledge of Microsoft office products; to include configuration of MS Outlook email client.
• Experience in technical reporting and documentation.
• Working knowledge of remote access protocols and technologies such as Citrix, VMWare and RDP.
• Experience with or understanding of IP phones and functionality.
• Basic working knowledge of computer hardware and peripherals

• Job Description(Internal Hires)

Must be flexible and willing to work irregular hours including evenings, weekends and any work schedule required to satisfy client and customer needs in a 24/7 work environment. o Must be flexible and willing to travel locally and internationally, representing the Company as required. o This job is physically demanding as such the incumbent must have high manual dexterity. o Must be willing to comply with a background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation result

Location:

Kingston, Constant Spring 2Jamaica