IT Analyst

Vantive: A New Company Built on Our Legacy

Since last year, Baxter has been on a journey to separate our Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed sale of Vantive to funds managed by the Carlyle Group is subject to receipt of customary regulatory approvals and satisfaction of other closing conditions.

Your role at Baxter

As the IT Analyst you will lead the local End User team consisting of the Service Desk, Onsite Support Services, Telephone/Mobility, Audio Visual, PC Maintenance, and the Functional Area Communications and Computer Systems Manager managing the control and hand off ticket queue assignments, ensuring effective follow-up support, and maintaining clear communication with end-users.

What you'll be doing

• Ensure the thorough documentation of all tickets with detailed resolutions or workarounds, and research comprehensive solutions for recurring problems.

• Perform regular Proactive IT Support Walkthroughs to actively engage with users, identify potential IT issues, and provide immediate troubleshooting, enhancing overall user satisfaction with IT services.

• Develop and maintain Knowledge-based articles for complex issues and user-related troubleshooting.

• Oversee the installation, monitoring, and maintenance of all command-provided hardware, software, mobile devices, and peripherals for end-users.

• Provide management reports on projects, accomplishments, and IT support activities on regular frequency.

• Ensure smooth operations & Support for local applications with the help of the vendor. Assist with application hardware, peripherals & other utilities for high availability.

• Work with local management on IT budget, IT procurement / purchases, IT Audits.

• IT Induction for new joiners & ensure IT assets availability on joining date. IT assets recovery from exiting employees.

• Contribute to the development and refinement of technology guidelines, policies, and procedures.

• Support and engage with the TCS customer support frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests.

• Attend Daily\Weekly operations meetings to provide Key Stake holders project updates, ticket updates, issues and concerns.

• Track and monitor the performance of all end-user SLAs and KPIs daily for TCS technician, identifying trends and implementing corrective action when SLAs are at risk.

• Perform monthly ticket audits on regional TCS support team, ensuring tickets are routed correctly and addressed in a timely manner.

• Provide detailed reporting on tickets to key stakeholders on a weekly basis.

• Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching, and recommending new technologies and procedures.

• Collaborate with other organizational entities (e.g. service desk, AV, Mobility) and external vendors to solve issues on the user’s behalf.

What you'll bring

• Bachelor’s degree in computer science or equivalent degree with relative experience required, including 3+ years in an IT Support System. 

• Ability to work effectively in a global team environment.

• Ability to work independently, under minimal direct supervision.

• Strong analytical, communication, interpersonal and organizational skills required.

• Creativity in addressing technical challenges.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

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