Allscripts

Desktop Support Analyst

Job Locations SG
Posted Date 1 month ago(1/19/2018 3:37 AM)
Requisition ID
2017-13834
Category
Information Technology

Overview

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Welcome to Allscripts!  Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

 

The primary purpose of this role is to provide first line of support assistance to employees experiencing problems with IS supported software and hardware.

Responsibilities

  • Facilities management responsibilities including managing and ordering of office supplies, maintaining seating floorplan and responding to facility requests.
  • Deployment of systems for new hire, contractors and replacement systems for existing employees
  • Deliver end user support in accordance with IT Service Level Agreements.
  • Meet or exceed established the Desktop Team’s monthly average case resolution goal.
  • Help Desktop Services team meet or exceed 95% client satisfaction goal.
  • Help maintain and grow the knowledge document base by creating and updating documents.
  • Respond to cases logged by employees who are requesting assistance. Cases could be logged via phone, web or in-person channels.
  • Ensure all cases are resolved within stipulated SLAs.
  • Document in internal ticketing system all actions and communications taken to assist with and resolve problems.
  • Provide permanent solutions to reduce recurring issues.
  • Participate in short term and long term projects.
  • Assist other IT teams as needed.

Qualifications

Academic and professional qualifications:

  • Bachelor's Degree in Information Science, Computer Science, Software Engineering or Business preferred; OR relevant combination of training and experience.

Experience:

  • 1-2 years Help Desk related services
  • Ability to communicate technical information to a range of people, from non-technical to highly technical.
  • Ability to work as a team with members both local and located in other facilities.
  • Ability to work without direct supervision.
  • Look for and provide suggestions for improving departmental tools and processes.
  • Hardware: experience in troubleshooting and supporting desktops, laptops, printers and scanners.
  • Software: experience with supporting various Microsoft products, Windows 7 Windows 8.1, Windows 10 and Microsoft Office 2016 Office 365.
  • General Understanding of Windows Deployment strategies including MDT and PXE
  • Knowledge and ability to support apple products including IPad and MacBook and their current OS versions 
  • Basic network troubleshooting skills.
  • Excellent interpersonal and communication skills.
  • Understand needs and expectations, evaluate information, use experience in making opinions, and evaluate the benefits of alternative solutions and their impact to determine the most appropriate course of actions to achieve goals.
  • Ability to create written materials with objectivity and clarity for targeted audience. This may apply to a variety of documentation.
  • Experience with troubleshooting technical issues and ability to handle L2 and L3 escalations.
  • Ability to handle multiple activities simultaneously.
  • Experience in using help desk ticketing software.
  • Basic knowledge of Active Directory, DNS, DHCP.
  • ITILv3 Certification preferred

Travel Requirements:

  • Dependent upon the needs of the assignments

 

At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

 

We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

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