Collaboration Helpdesk Analyst

Our client is a large, non-profit healthcare organization dedicated to providing care and services through their hospitals and health systems for each patient and family member they serve, seeing patient care as a calling and ministry, deeply rooted in Christian values. Utilizing cutting edge technological advancements, through AI and cloud capabilities, they engage with over 100k users on a daily basis through their enterprise system and applications. This Collaboration HelpDesk Analyst role supports the Enterprise Collaboration Services team.

Responsibilities :

• Provide application support and customer training for Microsoft Office 365 and other collaboration-related applications including : Office, Teams, Outlook, etc.
• Perform troubleshooting of issues impacting various collaboration tools / solutions.
• Regularly maintain ServiceNow ticketing system, meeting required SLAs and creating incident documentation for ticket resolution
• Maintain and own a queue of 40-50 tickets assigned daily
• Support over 100k end users through ticketing system
• Participate in regular communication with team members, users and support contacts

Requirements :