Service Desk Associate

About the role

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. Why We Do What We Do In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system. Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis' award-winning culture. Position Overview Associate is responsible for providing technical support and assistance to end users within an organization. The role involves troubleshooting and resolving hardware, software, and network issues, maintaining system performance, and ensuring that IT service requests and incidents are resolved in a timely manner. The ideal candidate will possess strong technical skills, excellent customer service abilities, and the capacity to handle multiple tasks efficiently

Responsibilities

• Technical Support:
• Provide first and second-line support for hardware, software, and network issues.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.
• Assist users with software installations, upgrades, and troubleshooting.
• Incident Management:
• Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. Prioritize and escalate incidents as needed to ensure timely resolution.
• Document all troubleshooting steps and solutions in the ITSM tool.
• Customer Service:
• Respond to user inquiries and issues in a courteous and professional manner.
• Provide clear and concise communication with end-users to understand their technical issues.
• Ensure high levels of customer satisfaction by providing timely and effective solutions.
• System Maintenance:
• Perform routine maintenance and updates on IT systems and equipment.
• Monitor system performance and security, addressing any vulnerabilities or issues.
• Knowledge Management:
• Create and maintain technical documentation, including user guides and FAQs.
• Contribute to the knowledge base by documenting new issues and solutions.
• Share technical knowledge and best practices with team members.
• Continuous Improvement:
• Identify and suggest improvements to IT processes and workflows.
• Stay up-to-date with the latest technology trends and advancements.
• Participate in training and development opportunities to enhance technical skills.

Requirements

• Education:
• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous.
• 2+ years of experience in technical support or service desk role.
• Proven experience troubleshooting hardware, software, and network issues.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network technologies (e.g., TCP/IP, DNS, DHCP, AD).
• Proficiency in using ITSM tools and remote support software.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work i

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