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Help Desk Lead



Bengaluru, Karnataka, India
Posted on Saturday, December 16, 2023

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

We currently have an opportunity for a Helpdesk Administrator to join our team. Looking for a self-motivated, organized and detail – oriented Team player to join our IT Helpdesk team , based in Bangalore as a Helpdesk Administrator.

Job Responsibilities:

Liase with Dell/SHI and Apple ACE - warranty programs interlock

• Focus on Top Ticket Drivers for the Help Desk and find ways to reduce them and

improve the end-user experience

• Product and Platform Owners interlock with the vendor team, mail team , Devices team and Engineering teams for PC/Mac

• Interlock with Help Desk Managers and Platform Engineering Teams

• Cross- Squad collaboration facilitator - by bringing Service Management, Content team and reporting team

• Drive E2E call with all the desks ( HD, L2 and L3 teams )

• Handling incident Breach notifications and coordinating with relevant team for incident

• Help Desk Support Readiness focal - interlock with new support teams

• RCA focal - involved in understanding impacts of major outages affecting Help Desks and lessons learned

• Data mining & analysis as required to support transformation activities

• Drive OKR/KPI's and Review survey feedback to improve services, tools, and support experience.

Ability to identify automation opportunities and process improvements

• Work closely with IT Operations team to identify improvements

• Define processes as per standard requirements and best practices


  • Good understanding of ITIL framework

  • Hands on familiarity with MacOs and Windows PC

  • Knowledge on Active Directory , MS Exchange , Office 365

  • Advanced Excel and database management skills

  • Advanced troubleshooting capabilities

  • Customer orientation and excellent verbal and written communication skills

  • Bachelor’s degree in engineering or equivalent, though master’s degree preferred

  • Strong organizational skills, excellent interpersonal skills, team player, and ability to clearly document risk and controls.

  • Motivated self-starter with ability to work independently, adapt to changing priorities, handle multiple assignments and adhere to strict guidelines

  • Communicates clearly and succinctly whether in oral or written form; effectively communicates in a variety of settings - formal and informal; attentive and active listener; straightforward and composed

  • Continuous learner

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.