IT Service Center Analyst

Agility Partners is seeking a qualified IT Service Center Analyst to fill an open position with one of our clients in the healthcare technology industry. This role offers an exciting opportunity to support a proprietary ordering application while delivering exceptional end-user experiences. You will be a key contributor in resolving technical issues, improving system usability, and bridging communication between business users and IT teams. If you enjoy fast-paced environments and helping customers succeed through technology, this is the role for you.

In this role, the IT Service Center Analyst will provide frontline technical support, troubleshoot system and application issues, and ensure timely resolution of customer concerns. You will interact directly with end users, document cases, and collaborate with internal teams to deliver high-quality service aligned with established SLAs.

Responsibilities:

Provide technical support and assistance for customers using a proprietary ordering application, ensuring timely issue resolution

Handle inquiries related to system procedures, transactions, downtime, and general application support

Document, track, and escalate incidents within ITSM tools while maintaining accurate case records

Collaborate with Level 2 support and internal teams to resolve complex technical and business issues

The Ideal Candidate:

Minimum of 2 years of experience in a Global IT Service Desk or call center supporting end users

Strong communication, analytical, and problem-solving skills with a customer-first mindset

Experience with ITSM tools such as ServiceNow, Remedy, or similar platforms

Working knowledge of Microsoft technologies (O365, Teams, OneDrive)

Experience with user account management (password resets, account unlocks, etc.)

Proven ability to manage multiple priorities in a fast-paced, multi-vendor environment

Flexible schedule availability and a reliable work-from-home setup with high-speed internet

Reasons to Love It:

Opportunity to work with cutting-edge healthcare technology solutions

Collaborative team environment with strong support and growth potential

Gain hands-on experience with enterprise-level IT systems and tools

Fully remote-friendly role with flexible scheduling options