Helpdesk Analyst

About the Role

We are seeking a Helpdesk Analyst based in Salem, Tamil Nadu, India, to join Intellibee Inc. The ideal candidate will independently manage support tickets by utilizing design documents, system requirements, test environments, and historical defect information to deliver effective solutions. This role requires a solid understanding of Worker and Applicant Portal systems, continuous review of documentation, and staying updated on changes or enhancements.

Responsibilities

• Analyze and resolve support tickets autonomously using various resources including design analysis and client requirements.
• Perform data analysis with SQL queries on system databases to conduct detailed incident reviews and root cause analysis for efficient resolutions.
• Maintain expert knowledge of involved systems and continuously review related functional documentation.
• Provide timely and high-quality support under varying ticket volumes while adhering to service level agreements.
• Collaborate across teams including client helpdesk, business operations, and defect management to escalate and resolve issues or provide workarounds.

Required Skills and Experience

• Intermediate skills in collaboration and design analysis.
• Experience with functional specification documentation at an intermediate level.
• Minimum 2 years of experience with Integrated Eligibility systems.
• Basic proficiency in SQL querying.

Preferred Qualifications

• Foundational experience in help desk or service desk roles.
• Between 2 to 5 years of experience working with Integrated Eligibility.
• Basic familiarity with MS Azure DevOps.

Benefits

• Opportunity for long-term employment with potential growth.
• Comprehensive healthcare coverage for employees and their families.
• 401(k) retirement plan for financial planning.
• Assistance with Green Card processing if needed.