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IT Service Support Specialist
2 months ago
We are seeking a highly motivated and detail-oriented Service Support Analyst to join our team at Alliance Healthcare Management Services Limited. As a key member of our Service Management function, you will play a critical role in ensuring the smooth operation of our service delivery processes.
Key Responsibilities- Customer Interaction
- Respond promptly and resolve service requests, ensuring they are resolved within agreed priority SLAs.
- Maintain regular contact with customers to provide updates on the progress of their tickets.
- Take full responsibility for AHUK Incidents that are assigned to you, ensuring the user is consistently updated and working towards a prompt resolution.
- Create and update documentation and Knowledge Articles for assigned apps, services, and products to become a Subject Matter Expert.
- Collaborate with senior stakeholders from teams such as Service Excellence, Service Transition, Application Solutions, and Architecture.
- Contribute to Major Incident (MI) Management processes by providing input when required alongside the Major Incident Manager.
- Identify opportunities for service improvements and actively participate in broader forums related to the suite of applications aligned with the role's responsibilities as a Subject Matter Expert.
- Develop a comprehensive understanding of all services within Alliance Healthcare (AH) and establish positive working relationships with stakeholders at all levels.
- End to End ownership of incidents that come into AHUK regardless of who the resolver team is, and regularly follow up with the responsible teams until resolution is applied.
- At least 3 years in a Technology Support role. These could be Service Support Analysts (with the technical capability of 2nd-line support).
- Strong skills in basic network troubleshooting to understand users' issues and steps that need to be taken.
- Microsoft 365 administration and user support
- Hardware support and troubleshooting
- Familiarity with ITSM tools
- ITIL foundation (v3 or v4)
- Solid experience in standard ITIL disciplines, e.g., Incident, Change Problem Management
- Solid experience using ServiceNow
- Microsoft Certification
All team members globally are provided with basic life insurance, personal accident insurance, business travel accident insurance, and EAP resources at no cost. Additional country-specific benefits such as healthcare, sick leave, death and disability, retirement, as well as perks and allowances may be provided. Details of programs vary by location.
