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Application Help desk Analyst



Hyderabad, Telangana, India
Posted on Friday, October 27, 2023

Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

  • Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation​

  • Analytics: deliver analytic applications & services that generate insight on how to measurably improve​

  • Expertise: provide clinical, financial & operational experts who enable & accelerate improvement​

  • Engagement: attract, develop and retain world-class team members by being a best place to work​

The Application Help Desk Analyst L1 (Level 1) provides outstanding customer service by supporting our clients with a wide range of proprietary medical record processing and analytics products. This role is the initial point of contact for the clients to answer questions and solve problems.

This is an excellent opportunity with growth potential and on-the-job learning and mentorship.

If you love to…

  • Provide excellent customer service by serving as the initial point of contact via telephone or ticket portal, follow up on open issues to ensure resolution
  • Develop and sustain a productive customer relationship, making the customer and their needs a primary focus.
  • Utilize and contribute to a shared knowledgebase providing procedural and technical direction.
  • Provide technical support of hosted applications, servers, 3rd party connections, and network resources.
  • Assist with navigating around application menus and may be required to remote into customer's systems.
  • Effectively escalate complex problems to a large number of engineering teams
  • Real time monitoring of active client environments using SolarWinds, Prometheus, and Uptime Robot
  • Willing to support our clients 24/7/365 with flexible shift scheduling which may include on-call coverage evening, overnight and weekends.

What you bring to this role:

  • Strong knowledge of Network troubleshooting, including command prompts for connectivity issues, locating IPs (Internet Protocol), and identifying connection errors.
  • Proficient with probing questions, collecting the most relevant information up front.
  • Ability to troubleshoot within the scope of the contract, redirecting externally as needed.
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Amazing customer service skills, with the ability to empathize.

You may also bring this:

  • Previous computer technical support preferred.
  • Some comprehension of PowerShell commands
  • Jira experience a plus

Preferred Experience and Education Requirements:

  • High School Diploma or equivalent required.

Information Security and Compliance Responsibilities

  • Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.
  • Adhere to and comply with the organizations Acceptable Use Policy.
  • Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.

The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.

At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.