Software-engineer Remote- & Homeoffice Jobs in Indien

Homeoffice Service Center Analyst Service Center Analyst

Harris Global Business Services (GBS) · India · India · Remote

About the job

Here at Harris, you’ll be working as part of 5 different business verticals, Public Sector, Healthcare, Utilities, Insurance and Private sector, with over 12,000 employees and more than 100,000 customers located in 200 countries around the globe. We need your help to keep growing and we hope you can become an integral part of the Harris family.

iatricSystemsTM, an independent business unit of Harris Healthcare, is a team of Information Technology and Healthcare specialists dedicated to improving the delivery of care through technology. Our ranks include IT managers, project managers, software engineers, nurses, lab techs, and other medical professionals. We help healthcare organizations enhance their IT investments.

Iatric Systems seeks a skilled and experienced Support Center Analyst to join our Support team. You will work within the support team to assist our customers with their requests and technical problems. This position will report to the Manager of Support Services of our Iatric Systems business unit.

Primary Functions
  • The Service Center Analyst (SCA) position works for the iatricSystems Service Center and is part of the Service Desk & Technical Management (Service Support Operations Center) functions, which provide the primary point of contact for our customers. Those contacts are categorized as Incident, Problem, Event Management, and Service Fulfillment initiation.
  • The SCA creates/updates the contact identification (type), creation and logging, categorization, prioritization, diagnosis, resolution for the resulting Service Center ticket (iTask); or if required, escalation to the next level of support or closes the iTask as appropriate.

Job Qualifications

The qualifications we are looking for are mixture of work experience and educational background. They are split into Minimum Qualifications (must have) and Additional Qualifications (nice to have) along with soft skills (competencies) needed for the role:

Minimum Qualifications
  • Minimum 3 to 5 years of experience with Service Desk & Technical Management Support/Operations team.
  • Ability to work with minimal supervision.
  • 24/7/365 Service Center Support personnel
  • Occasionally cover other shifts due to customer or co-worker events. (urgent service need,
  • vacations, sick)
  • Ability to take ownership and responsibility for work assigned, a desire for continual
  • improvement
  • A high level of proficiency with the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Additional Qualifications
  • Solid verbal and written communication skills are essential in a business environment.
  • Courteous and respectful communication is required to maintain effective business relationships with all staff and customers.
  • Excellent customer service skills to listen intently, diagnose issues, and apply resolution efficiently.
  • Task-oriented with accuracy and a high sense of urgency to complete responsibilities
  • Self-motivated and able to work on individual initiatives, plus within a virtual team setting displaying accountability and reliability to build trust. Multitasking in a stressful environment is required.
  • The ability to effectively problem-solve to determine the resolution needed efficiently.
  • Basic technical understanding, coupled with the ability to learn and provide support for ongoing new product development, changes to existing products, and hardware/infrastructure dependencies for those products.
  • Ability to perform triage of critical/high tasks and escalate appropriately based on training, policies, and procedures.
  • Ability to document issues clearly, accurately and in a concise manner

Soft Skills
  • Excellent communication skills.
  • Attention to detail and a problem-solver mentality.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.

Working Environment
  • This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur.
  • This role may occasionally encounter Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.