Service Desk Analyst

Matrix Global Services is a leading multinational corporation specializing in providing innovative and comprehensive solutions in technology consulting and outsourcing. With a history of over 30 years Matrix has established itself as a trusted partner for businesses across various industries consistently delivering exceptional results.

Were a network of firms in 10 countries with over 13000 people. At Matrix we pride ourselves on our commitment to excellence and our ability to adapt to the everchanging needs of our clients. Our team of highly skilled professionals is adept at understanding complex business challenges and tailoring solutions that drive sustainable growth and profitability.

Our wide range of services includes cuttingedge technology solution services strategic consulting digital transformation cloud computing cybersecurity and managed services. Whether its developing customized software applications streamlining business processes implementing robust IT infrastructure or managing complex projects our expertise and industry knowledge enable us to deliver valueadded solutions that meet the unique requirements of each client.

Come and join a winning team! Youll be challenged youll have fun and youll be a part of a highly respected organization! Matrix offers a competitive base salary and a full benefit package. Benefits include: medical dental 401K STD HSA PTO and more

Job Description

Matrix Global Services seeks Service Desk Analysts for our service desk serving a healthcare customer. Matrix Global Services is a total IT solution provider that primarily serves the health care industry. The company helps its clients achieve their objectives through the optimization of IT Service Management and Technical Support. We are looking for multiple individuals who have prior experience as IT Service Desk Analysts. The individuals selected must have demonstrated the ability to troubleshoot PC related issues while always maintaining a high level of customer service. This individual must have the ability to clearly create and update ticket in English.

SHIFT SATURDAY THROUGH THURSDAYDAY SHIFT

Responsibilities include but are not limited to the following:

Provide professional and friendly support consistently via telephone email chat and remote connections.

Identify and communicate issue criticality based on the customer and issue which includes issues with clinical software related to patient care.

Create and manage tracking tickets according to Service Desk standard operating procedures.

Triage diagnose and resolve computer hardware and software issues.

Resolve issues where possible and assign issue to the correct support team when resolution is not possible.

Execute standard escalation procedures based on issue priority.

Tracking recurring problems and escalating them to management in a timely manner.

Coordinate the installation of hardware and software

Contribute to all Service Desk process and technical documentation.

Participate in Quality Assurance by calling clients a ticket is closed to ensure that they are satisfied with the service.

Available 24/7 to respond to emergency situations.

EQUAL OPPORTUNITY EMPLOYER: Matrix is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. Matrix is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Matrix are based on business needs job requirements and individual qualifications without regard to race color religion or belief family or parental status or any other status protected by the laws or regulations in the locations where we operate. Matrix will not tolerate discrimination or harassment based on any of these characteristics. Matrix encourages applicants of all ages.

Requirements :

Qualifications:

Strong communication skills to be able to work on technical issues with nontechnical customers.

Excellent customer service and interpersonal skills

Ability to communicate via email and tickets in English

Highly selfmotivated and detailoriented

Ability to effectively prioritize and multitask in a highpressure environment

Strong background in Windows client operating systems standard desktop applications and user account management.

Working knowledge of network support issues

Working knowledge of remote working systems and support

Ability to work in a teamoriented collaborative environment

At least 1 year of Service Desk Experience required 2 or more years preferred.

At least 2 years of Customer Service experience required 3 or more years preferred.

Healthcare experience especially EMR support highly desirable.

Job Types: Fulltime Contract

Pay: $45000.00 $55000.00 per year

Remote Work :

Yes

Employment Type :

Fulltime