Service Desk Lead

We are seeking for Service Desk Shift Lead Who Possess deep knowledge and hands-on experience in IT Help desk for Chandigarh Location.

As this is immediate need candidates who can join within 30 days may apply.

Service Desk Shift Lead

Job Location Chandigarh/Mohali

Experience Level - 6+ years

Technology - IT Help desk Support

Primary skills - IT Infra

Secondary skills - Good communication skills

Job Summary:

Manage Shift rosters.

Supervise the Shifts deliverables.

Escalation Management

Create new knowledge base articles based on new issues

Responsibilities:

Provides advanced technical support and troubleshooting for complex healthcare IT issues.

Acts as a subject matter expert for specific healthcare software applications and systems.

Assists help desk agents with escalated issues and provides mentorship.

Collaborates with IT teams to identify and implement solutions to recurring problems.

Participates in the development and maintenance of knowledge base articles and support documentation.

Conducts training sessions for help desk staff on new technologies and procedures.

Assists in project planning and implementation related to help desk services.

Qualifications:

1. Graduate or equivalent; additional certifications or technical training in IT-related fields is a plus.

2. Proven experience in a customer service or technical support role, preferably in a healthcare setting.

3. Strong knowledge of computer hardware, software applications, operating systems (e.g., Windows, MacOS), and networking concepts.

4. Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.

5. Empathetic and patient demeanor with a commitment to delivering high-quality customer service in a healthcare environment.

6. Strong problem-solving skills and ability to troubleshoot technical issues independently.

7. Familiarity with ticketing systems and remote support tools is preferred.

8. Knowledge of HIPAA regulations and healthcare industry standards is desirable.

9. Ability to work effectively in a fast-paced environment and handle multiple priorities simultaneously.

10. Willingness to work flexible hours, including evenings, weekends, and holidays, as needed to support healthcare operations.