Role Summary
Team
Service Desk – Healthcare Client
Experience
3–5 years in Service Desk with L1.5/L2 exposure
Location
Bangalore/Hyderabad
Working Hours
24×7 rotational; expected to anchor critical windows and mentor L1s
Role Summary
Mid‑level analyst providing L1.5/L2 support, handling escalations and complex issues, mentoring L1 staff, driving KB quality and problem reduction in a healthcare context with strict SLAs.
Key Responsibilities
- Own escalated tickets; perform deep‑dive troubleshooting (O365, AD, Exchange Online, VPN, VDI, clinical apps)
- Lead major incident participation during the shift and ensure timely comms/bridges as needed
- Perform standard admin tasks with guardrails (mailbox, DL, access, printers, profiles)
- Create/curate KB articles; coach L1 team for FCR uplift and ticket hygiene
- Trend analysis for repeat issues; propose problem records and preventive actions
- Partner with onshore teams for changes, pilot rollouts and post‑incident reviews
Must‑Have Skills
- Strong ServiceNow hands‑on (queues, assignment groups, SLAs, KB)
- Proficient troubleshooting across O365, AD, Windows, VPN, VDI/Citrix
- Healthcare IT support experience (HIPAA‑aware handling of PHI)
- Ability to handle P2/P3 independently and support P1 bridges
- Mentoring/peer‑coaching experience
Tools / Technologies
- ServiceNow ITSM, Problem and Change (awareness)
- Microsoft 365 admin basics; Azure AD user operations (guardrailed)
- Remote tools, log collection utilities
Performance KPIs
- Escalation resolution rate and time‑to‑restore
- KB contribution and L1 FCR uplift attributable to coaching
- Repeat incident reduction on owned categories
- SLA Compliance & CSAT on escalated tickets
Behavioral / Soft Skills
- Crisp incident communication and stakeholder updates
- Coaching mindset; constructive feedback to L1s
- Analytical thinking; pattern recognition for problem records
- Calm under pressure during P1/P2 handling
