Escalation Specialist

About the Role:

We are seeking a skilled Escalation Specialist to join our Service Desk team supporting a leading US-based hospital client. This role focuses on managing complex or unresolved incidents escalated from L1 analysts, ensuring timely resolution, and driving technical accuracy in both IT infrastructure and clinical application support. The Escalation Specialist acts as a bridge between frontline support and higher-level teams, with a strong emphasis on root cause analysis, knowledge sharing and client satisfaction.

Requirements:

• Minimum 3 years to 5 years of experience in IT Service Desk / Technical Support, with direct escalation handling.


• Strong troubleshooting expertise in Windows OS, MAC OS, Active Directory, MS Office 365, VPN, networking basics, and end-user devices.


• Exposure to healthcare/clinical applications (Epic, Cerner, Meditech, Allscripts or similar).


• Proficiency with ITSM tools (ServiceNow, Remedy, or equivalent).


• Excellent communication skills to handle escalations with both end-users and higher-level teams.


• Ability to work in a 24x7 rotational support environment.


• Preferred ITIL Foundation certification.


• Prior experience supporting US-based healthcare clients.

#LI-MS1 #LI-Onsite