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Sr. Operations Support Analyst

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

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 Senior Analyst 1(Level 1.5 Support)

About the Role

 

  • We are looking for a highly skilled and customer-focused Tier 1.5 Support Engineer to join our IT Service Desk team. The Tier 1.5 Engineer is responsible for handling advanced support issues, resolving escalated technical problems, and serving as the point of contact between Tier 1 support and specialized IT teams. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies 

Our Team culture: 

  • Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer
  • Empowering & Enabling individuals and teams to realize their full potential.
  • Focus on outcomes, solving our users pain points & predictable delivery
  • Data driven decision making on vision & roadmap of IT Service Desk.

What will you be responsible for:

 

The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, call handling. The candidate should be skilled at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on End User experience. Candidate should be highly collaborative and has good working experience in Global operating setups.

  • Customer Service: Personal responsibility for customer satisfaction. Professionally represents the ‘Face and Voice of IT’ in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
  • Quality: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
  • Problem Solving: Strong attention to detail and outstanding analytical skills.
  • Collaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
  • Flexibility and response to change: Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment.
  • Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.   

 

What would your day look like?    

  • Handle incidents and service requests escalated from Tier 1 support via ITSM tools (e.g., ServiceNow  )
  • Troubleshoot and resolve hardware, software, and network issues for end users.
  • Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.
  • Identify area of opportunity for latest Knowledge Articles towards enhanced FCR and supportability.
  • Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
  • Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
  • Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
  • Perform monthly Incident Pattern and Theme analysis.
  • Execute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
  • Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
  • Support Active Directory tasks: password resets, user account management, group policy troubleshooting.
  • Manage remote access and connectivity issues (e.g., Citrix, VPN, RDP).
  • Perform root cause analysis for recurring issues and document resolutions.
  • Escalate unresolved incidents to Tier 3 or specialized teams with detailed documentation.
  • Follow ITIL best practices for incident, problem, and change management.
  • Support software deployments, updates, patching, and imaging of systems.

 

 

 

Who are we looking for?

 

  • 2-5 years of Industry experience in Service Management, Service Operations, IT Service Desk Operations
  • Good Communications skills (Fluent English)
  • Flexibility to work in 24*7 work environment
  • ITIL v4 Foundation certification (Preferred)
  • Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
  • Experience with Active Directory, Exchange Online, and ITSM ticketing tools.
  • BE/B-Tech or Equivalent degree.

 

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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