Senior Analyst - Customer Support Operations(CSO)
HCA Healthcare · Hyderabad · onsite · Posted 71d ago
About a minute. You'll make an account on the way through.
About this role
- Provide technical support via chat and self-service ticketing systems.
- Diagnose, troubleshoot, and resolve end-user hardware and software issues.
- Manage incidents and service requests while meeting defined SLAs.
- Support Windows laptops, desktops, peripherals, and mobile devices.
- Troubleshoot issues related to:
- Citrix
- VPN connectivity
- Printers
- Microsoft Office and Windows
- Network connectivity
- Password resets and account access
- Remote support tools
- Citrix
- Perform user account administration in Active Directory (AD).
- Support Microsoft Exchange/Office 365 user administration.
- Manage and troubleshoot Mobile Device Management (MDM) solutions.
- Escalate complex issues to appropriate support teams with complete documentation.
- Maintain accurate ticket updates and knowledge base articles.
- Deliver excellent customer service with a focus on first-contact resolution.
- Bachelor's degree in information technology, Computer Science, or a related field (preferred).
- 6+ years of experience in an IT Service Desk or End User Support role.
- Strong experience supporting:
- Windows laptops and desktops
- Citrix
- VPN
- Printers
- Active Directory
- Microsoft Exchange/Office 365
- Mobile Device Management (MDM)
- Windows laptops and desktops
- Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar.
- Strong understanding of Microsoft Windows operating systems and desktop applications.
- Excellent analytical and logical troubleshooting skills.
- Ability to prioritize multiple tickets and work in a fast-paced support environment.
- Must be willing and able to work in a 24x7 operations environment. This is a non-negotiable requirement and includes rotating shifts, weekends, public holidays, and overnight support as business needs dictate.
- Experience creating reports and analyzing service desk metrics.
- Experience conducting user training
- Knowledge of ITIL best practices.
- Excellent verbal and written English communication skills.
- Fast and accurate typing skills.
- Strong customer service orientation.
- Logical and structured approach to problem-solving.
- Ability to work independently while collaborating effectively within a team.
- Strong documentation and organizational skills.
- Willingness to learn new technologies and continuously improve.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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About HCA Healthcare
HCA Healthcare
Healthcare
4.0k+
employees
Nashville, TN
USA
₹17.9L PA avg
Avg at HCA Healthcare
About
HCA Healthcare - India is an integral innovation and operational hub in support of HCA Healthcare and our mission: Above all else, we are committed to the care and improvement of human life. HCA Healthcare is a company focused on creating healthier tomorrows through the delivery of patient-centered care across approximately 190 hospitals and 2,400 sites of care in the United States and United Kingdom.
Every day, our colleagues around the world go to work with a collective focus: our patients. This focus positively impacts the care experience at the bedside and beyond. HCA Healthcare - India serves as a vital hub for operations and supports HCA Healthcares work to enhance healthcare delivery through technology and innovation.
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