Senior Service Desk Associate

Responsibilities

• Provide first-contact technical support via telephone, web portal, email, and chat to ensure timely resolution of end-user issues.
• Assist users with PC hardware, software, printers, and other IT-related technical difficulties.
• Prioritize incidents and service requests according to defined processes to meet established SLAs.
• Serve as a point of escalation for Service Desk Associates and escalate complex incidents to suitable technicians.
• Record, track, and document the incident-solving process within the ServiceNow ITSM tool.
• Use remote tools and diagnostic utilities to troubleshoot and research solutions through internal and external knowledgebases.
• Develop help sheets, FAQ lists, and training manuals to provide easy-access guidance for end users.
• Monitor and alert management to emerging trends in technical incidents.

Requirements

• Minimum of 2 years of relevant work experience, or freshers/students pursuing a Master's degree with a strong drive to learn.
• High school diploma or equivalent.
• Fluency in English with excellent communication skills.
• Willingness to work in a 24x7 support environment, including various shifts.
• Strong customer service orientation and a team-player mindset.
• Proven analytical and problem-solving abilities with keen attention to detail.

Preferred Qualifications

• Associate's or Bachelor's degree in a technology-related field.
• CompTIA A+, CompTIA Network+, or ITIL certifications.
• Experience with HCM tools (e.g., Workday) or equivalent ERP products.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

About the Company

Accendra Health understands that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. Our mission is Bringing Care To Life™ by providing personalized, long-term care and essential services to the communities we serve.