Service Desk Analyst II
Service Desk Analyst II
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
ESSENTIAL RESPONSIBILITIES
Interact with customers to provide and process information in response to inquiries concerns and requests
Gather customers information and determine the issue by evaluating and analyzing the symptoms
Deliver service and support to endusers including via remote connection or over the Internet
Research required information using available resources
Follow standard processes and procedures
Accurately process and record call transactions using a computer and designated tracking software
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information changes and update
Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
Follows proper escalation procedures as defined by management
Ensure customers receive prompt accurate and courteous service
REQUIRED KNOWLEDGE SKILLS AND ABILITIES
Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
Knowledge of customer service principles and practices
Medical/clinical terminology is preferred but not required
Must be able to sit for long periods of time
Position requires use of headset/microphone
Experience supporting software computer applications and equipment from a helpdesk environment
Experience maintaining and troubleshooting all versions of Microsoft Windows operating system
Experience with mobile device support (iPhone Android Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service and thrive in a fastpaced high energy environment with a proactive focus
Need to be flexible adaptable and possess creative problemsolving skills
5 years experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.
Perform other duties as assigned
Required Experience:
IC
Employment Type
Full-Time
