Role details

Job Title:           IT Helpdesk Analyst

Department:   IT Helpdesk (UK)

Reports to:       Service Delivery Manager

Qualification:   BCA, MCA, BSc Computer Science, B.Tech Computer Science

Experience:  3+ Years relevant experience in IT Helpdesk or Technical Troubleshooting environment (Must have managed international Users, preferably UK)

Location:  Bengaluru

Shift:  UK Shift (Mon to Fri - any 9 hours between 12 PM & 12 AM IST).

Organisation provides an innovative service to help NHS hospitals produce high quality clinical correspondence and deliver them to patients, GPs and other healthcare professionals in a timely and cost-effective manner. Organisation staff based at each of the hospitals work closely with the hospital administrative and clinical Teams. A dedicated Support Team, based in our London/Indian offices, answer customer enquiries, and help resolve various issues faced by the Users.

Organisation is going through a period of significant growth and are deploying the service across an increasing number of hospitals and GP practices. We are looking for motivated Computer graduates with excellent communication skills and the ability to learn quickly to join our fast-growing Team.

• Excellent English – Verbal and Written comms. Must have Grammar and Sentence construction skills as every single ticket needs email drafting to Clients/Users.
• Must have Calls, Emails and Chat etiquette to manage Users professionally.
• Must have International Inbound Call handling experience along with Email and Chat Supporting skills (Preferably UK). It must be technical troubleshooting related experience. IT Support experience is must (Calls, Chats and Emails).
• Must have worked in fast paced IT environment with capability to resolve ticket in a timely manner.
• Application Support is an added advantage. Candidates with Desktop support, network support, server support, infrastructure support & cloud support experience are welcomed.
• Must have the ability to navigate through multiple web applications while assisting Users.
• Ability to prioritise and manage workload.
• Experience using Microsoft Office Suite.

• Must have Incident Management knowledge.

• Must address all the queries raised by external/internal Users via all mediums like Calls, Emails and Chats. Should also be using Teams or other internal tools available for remote sessions when needed. Should find the root cause of the issue and resolve every single issue raised by the User in a professional manner.
• Should follow the process guidelines, SLAs and TATs set by the Organisation.
• Must learn all the Processes that include various Product versions, Web Admin navigations, Jira, Confluence, etc. Must have the ability to use multiple applications at the same time to assist Users and resolve their issues.
• Must take the complete ownership of every ticket assigned to the individual. Ownership of ticket processing includes initial response, follow-up, troubleshooting, liaising with other Departments to provide a complete and accurate information/resolution to Users. Same goes with reopen cases.
• Must be flexible to attend all training sessions and clear assignments/pass exams as assigned by the Reporting Manager or the Organisation (Meta-compliance, ITIL, etc).
• Should utilise the resources appropriately to contact the User. Example – Should prefer calling the User as the first mode of contact followed by emails. Must be available for remote sessions to investigate User issues.
• IT Analyst must analyse every single ticket and identify the appropriate root cause using various applications and tools provided. Should work on colleagues’ Tickets in their absence.
• Should keep Reporting Manager updated of their ticket status at regular intervals. Must raise relevant queries to the second line of support when needed (non-accessible fields).  
• To accurately log all customer interactions appropriately in the Organisation’s ticketing tools (Jira).
• Must prepare Training notes, Flow charts and any other task assigned by the Trainer during training. Should have working knowledge of MS office and be ready to work on basic reports needed.

• Must answer continuous calls (back-to-back) without compromising on quality.
• Must attend Emails, Chats and Calls simultaneously. However, can focus on one at a time when on Calls or Chats (Calls and Chat interactions will always be direct from UK Users).
• Should have the ability to manage multiple tickets concurrently.
• To carry out any other reasonable duties and responsibilities as assigned or as dictated by unexpected Business levels or Reporting Manager.

This document provides guidance on the general scope and responsibilities associated with the role. It is not a comprehensive list of responsibilities, scope and competencies required by employees assigned to the role and these may change with time based on Client requirements.

Job Description
• Listen to the recorded dictation of a doctor or other healthcare professionals
• Review and edit drafts prepared by speech recognition software, making sure that the transcription is correct, complete, and has a         consistent style
• Submit health records for physicians to approve by direct upload in software
• Ensuring the agreed standards for Quality & performance are met on monthly basis
• Submit the reports within the stipulated timeline/TAT as provided by Clients
• To be multiskilled in handling reports of various specialities
• Follow patient confidentiality guidelines and legal documentation requirements
• Follow the guidelines and report to respective immediate manager.
• Improvising the performance and quality targets/standards as per Company expectations
• Ensuring adherence to ISMS/PIMS guidelines