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Rec ID 1888 - Service Desk AnalystIndia - Remote Eligible
Provide user support and troubleshooting for health IT solutions in a 24x7 environment.
Entry Level
7 months ago
Altera Digital Health
A provider of healthcare IT solutions aimed at improving clinical, financial, and patient engagement outcomes for healthcare organizations.
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Service Desk Analyst
Altera, a 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.
Knowledge, Skills and Abilities
- Very strong understanding of troubleshooting Windows and Windows based applications
- Strong understanding of monitor, support and troubleshoot network and server issues.
- Strong understanding of Windows Server and Cisco Networking
- Entry level understanding of Citrix VDI, Morpheus and VMWare
- Entry level understanding of Active Directory, Microsoft 365, Exchange, Antivirus, Phishing and Backup solutions
- Entry level understanding of supporting Project management solutions (CA PPM & Oracle), HCM and SCM Solutions,
- Strong experience of working on and supporting ITSM solutions (ServiceNow). User provisioning and provide support to end users on the same.
- Strong experience of working on and supporting ACD solutions (PureCloud). User provisioning and provide configuration support to end users on the same.
Working Arrangements
- Work in a 24x7 environment in rotational shifts.
- Primarily works in standard office environment or remotely
- On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs
Travel
- Up to 10% travel may be required
Physical Demand Requirements
This section lists the physical demands that must be met by an associate to successfully perform the essential functions of the job.
| Requirement | N/A | Regularly | Frequently | Occasionally |
|---|---|---|---|---|
| Sitting | X | |||
| Standing | X | |||
| Walking | X | |||
| Climbing/Balancing | X | |||
| Reaching with arms and hands | X | |||
| Stooping/Kneeling/Crawling | X | |||
| Talking | X | |||
| Hearing | X | |||
| Vision - close, peripheral, depth, ability to adjust focus | X | |||
| Use of electronic keyboard | X |
Frequency Key
| Regularly: | With a constant or definite pattern |
|---|---|
| Frequently: | Often or habitually |
| Occasionally: | At infrequent or irregular intervals |
Description of Work Environment/Conditions
| Working Environment | Yes or No | If yes to last two categories, please specify |
|---|---|---|
| Typical office or computer environment | Yes | |
| Mostly indoor office environment with windows | Yes | |
| Office with equipment noise | No | |
| Offices with frequent interruptions | Yes | |
| Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify | Yes | Role requires team members to work odd hours during weekdays and weekends. |
Competencies
Each competency is assigned a proficiency level. Proficiency levels define the degree of expertise that is required for each competency to be successful in the role.
| Mastered (M): | Demonstrates extensive depth and breadth of expertise in advanced concepts and processes. Applies competency in highly complex and ambiguous situations within and across disciplines. Associates operating at this level of proficiency serve as an acknowledged authority, adviser, key resource and subject matter expert across the company. |
|---|---|
| Advanced (A): | Demonstrates extensive understanding of advanced concepts and processes. Applies competency in complex and unstructured situations. Associates operating at this level of proficiency seek minimal guidance and serve as a resource to others across the company. |
| Proficient (P): | Demonstrates a thorough understanding of core concepts and processes. Applies the competency in routine and non-routine situations. Associates working at this level of proficiency work independently with minimal guidance and direction to perform associated tasks. |
| Basic (B): | Demonstrates a basic awareness and familiarity of concepts and processes. Applies the competency in a wide range of routine, structured situations. Associates operating at this level of proficiency require regular, specific guidance to perform associated tasks. |
| Level: | P1 |
| Core Competencies | Competency Name | Competency Description | Proficiency Level | Behavioral Indicators |
|---|---|---|---|---|
| Client Service (internal and external) | Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value. | Advanced | Responds to clients' needs in a timely, professional, helpful and courteous manner; Strives to meet service standards in all circumstances; Develops and maintains positive relationships with clients | |
| Quality Focused | Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client. | Proficient | Delivers results while ensuring quality isn't compromised; Follows relevant procedures and pays attention to detail; Checks work for accuracy and completeness; Presents information accurately | |
| Results Oriented | Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals. | Proficient | Completes work assignments by designated due dates; Plans, prioritizes and balances work to meet commitments, goals and deadlines; Stays focused on goals despite obstacles and disruptions | |
| Accountability | Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly. | Basic | Follows through and meets commitments; Meets work quality and performance standards; Seeks input on tasks and responsibilities as needed | |
| Communications | Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback. | Advanced | Communicates information (facts, ideas, data or messages) in a clear, convincing and organized manner; Tailors communication (e.g. content, style) to diverse |
About Altera Digital Health
A provider of healthcare IT solutions aimed at improving clinical, financial, and patient engagement outcomes for healthcare organizations.