Technical Support Senior Analyst - HIH – Evernorth

Overview

Senior individual contributor in the L2 Technical Support function of Global Desktop Support, resolving complex technical issues, acting as escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement.

What you'll do

• Provide colleague technical support including computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Provide software installation and troubleshooting.
• Provide voice and video network diagnostic and repair.
• Provide mobile device configuration, training, and diagnosis.
• Perform recovery testing to confirm availability of systems where outages have occurred.
• Escalate unresolved issues in a timely manner.
• Maintain and track inventory of hardware in the appropriate systems.
• Proactively set expectations with colleagues and follow up to ensure colleague satisfaction.
• Interact with other support groups to restore service and/or identify and correct colleague computing problems.
• Analyze and identify trends in issue reporting and develop preventative solutions.
• Lead process improvement efforts and proactively update documentation.
• Serve as Subject Matter Expert (SME) across the organization.
• Deliver exceptional customer service and provide training of technology policy and procedure.
• Ensure team provides timely and courteous customer service to colleagues.
• Serve as escalation point within the team to resolve more complex problems.
• Lead Desktop Support Services (DSS) in engaging in more proactive planning.
• Organize and support DSS to be flexible and adaptable in meeting the changing needs of the organization.
• Participate in Technology projects across the organization.
• Perform other duties and responsibilities, as assigned.

What you'll need

• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate with colleagues and other Technology staff.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• Willingness to complete technical documentation.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other Technology disciplines.
• A+ certification or equivalent combination of education, training, and experience.

Nice to have

• Strong knowledge of Microsoft operating systems and Microsoft Office.
• Strong knowledge of Apple hardware and operating systems.
• Strong knowledge of networking switches and data networks.
• Strong knowledge of IP telecommunications systems.
• Strong knowledge of Audio Visual Systems.
• At least 4 years PC/LAN technical or equivalent experience.
• Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field.
• Self-motivated, a team player, empathetic, innovative, and works with integrity.

Details

• Location: Hyderabad, India.
• Works with both physical offices and a remote workforce.