Helpdesk Analyst

Position Summary

We are seeking a HelpDesk Analyst to provide technical support and customer assistance for users utilizing Cardinal Health’s proprietary ordering applications and related technologies.

This role serves as the front line for customer issue resolution, helping users troubleshoot ordering issues, login concerns, reporting questions, and general application support while delivering an exceptional customer experience.

Key Responsibilities

• Deliver high-quality technical support to end users in a professional and customer-focused manner.
• Troubleshoot and resolve customer ordering and application access issues.
• Support login issues, password resets, and account unlock requests.
• Respond to inquiries regarding system procedures, transaction status, outages, and downtime processes.
• Document incidents accurately within ticket management systems.
• Escalate issues to Level 2 support teams when appropriate.
• Partner with business users to align business requirements with technical solutions.
• Support Microsoft technologies including O365, Teams, and OneDrive.

Required Qualifications

• Minimum 2 years of experience in a Global IT Service Desk, Help Desk, Technical Support, or End User Support environment.
• Previous Call Center or Customer Support experience.
• Strong verbal and written English communication skills.
• Experience troubleshooting end-user technical issues.
• Knowledge of user account management and password administration.
• Experience using ITSM tools such as ServiceNow or Remedy.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience supporting ordering or business applications.
• Exposure to multi-vendor enterprise environments.
• Technical certifications preferred.
• Experience supporting remote users.
• Healthcare or enterprise support experience preferred.

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