IT Global Service Desk Analyst (Hybrid, Rotating Shift)

Setup: Hybrid (once a week RTO after training) Shift: 24/5 (Night Shift) (open to working on weekends, rotating shift, and PH holidays) What IT Service Center contributes to Cardinal Health IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes, and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies. Provides a positive technical support experience through handling concerns in a highly professional manner. Answers questions regarding system procedures, online transactions, systems status, and downtime procedures. Partners with end users to correlate business requirements to technology solutions. Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service. Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process. Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), Virtual Machines, Security Rights, Shared Folder, and Internal Business Applications. Qualifications Bachelor’s Degree in related field or equivalent work experience Minimum of 2 years in a Global IT Service Desk support role, required Strong English communication, problem solving and analytical skills Minimum of 1 year of experience with remote control technologies and ITSM Tool (ServiceNow, BCM Remedy, etc.) in a multi-vendor environment, required Candidate must be amenable to flexible scheduling. Work from Home Ready (with minimum 45mbps internet connection) What is expected of you and others at this level? Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response. Handles call professionally during all interactions and provide prompt and efficient support. Applies standard concepts, principles, and technical capabilities to perform routine tasks. Achieve or exceed the targets set based on the standard outlined KPI. Works on projects of various scope and complexity. Be Flexible for schedule changes due to coverage needs.