Service Desk Analyst Technical US Voice

Job Description

About the Role:

Experience: 1 year to 6 years in IT service desk or L1 technical support, with international voice experience (mandatory)

Role Summary

The Technical Analyst is the first point of contact for hospital staff calling with hardware, software, network and account issues. The role resolves issues at first contact where possible and routes the rest to the right resolver team with complete information.

Key Responsibilities

• Handle inbound calls, chats and emails from hospital employees on IT issues.
• Troubleshoot desktops, laptops, printers, peripherals and mobile devices.
• Support Windows OS, Microsoft 365 (Outlook, Teams, OneDrive) and standard business applications.
• Resolve account issues: password resets, account unlocks, MFA and access requests.
• Perform basic network troubleshooting for VPN, Wi-Fi and connectivity issues.
• Log, categorise and prioritise every contact in the ticketing tool (e.g. ServiceNow) with clear notes.
• Escalate unresolved issues to L2 and resolver groups as per the support matrix.
• Follow up on open tickets and keep callers informed until closure.
• Use and contribute to knowledge base articles.
• Meet KPIs including first contact resolution, average handle time, quality and CSAT.
  
  

• Working knowledge of Windows 10/11, Microsoft 365 and Active Directory.
• Basic understanding of networking (IP, DNS, VPN, Wi-Fi).
• Experience with a ticketing tool such as ServiceNow, Remedy or Jira Service Management.
• Clear spoken and written English, with a neutral accent suitable for US callers.
• Calm, structured approach to troubleshooting under time pressure.
  
  

• ITIL Foundation certification.
• Prior experience supporting a US healthcare client.
  
  

• Any graduate; a degree or diploma in IT or Computer Science is preferred