Senior Technical Service Desk Analyst - Remote - NM,TX,AZ CO only
Senior Technical Service Desk Analyst - Remote - NM,TX,AZ CO only
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Salary Not Disclosed
1 Vacancy
Job Description
Shifts may range from 6am to 10pm
The Senior Analyst supports daily operations alongside Tier 1 Service Desk Analysts in an IT healthcare call center. They handle escalated incidents service requests and offline work acting as a subject matter expert to ensure SLA compliance. Working closely with the Operations Supervisor they help improve team performance through side-by-side training coaching and quality assurance.
Key responsibilities include resolving unresolved Tier 1 tickets identifying issue trends and ensuring ticket accuracy. The Senior Analyst also manages critical incidents reworks subpar tickets and provides exceptional over-the-phone technical support escalating issues as needed to maintain high customer satisfaction.
Qualifications/Experience:
Service Desk Analyst Metrics & Expectations must have a Green Score Card for 12 months
- Monthly Minimum Metrics for all Service Desk Analysts
- 400 Interactions/month on average
- Ticket quality greater than or equal to 85%
- Alerted no Answer less than 4%
- Scheduled Adherence greater than 85%
- Security Verification meeting standards
Promotional Prerequisites:
- Associates degree with two years related experience and/or equivalent combination of education and experience
- 1 year Experience in Service Desk Specialist functions:
- 1 year Experience in Service Desk Analyst functions or commensurate experience
- TEAMS ServiceNow and PureCloud expertise
- Knowledge in more than 1 contract/service line.
Fully successful in ALL of SDA duties scorecard performance and possess at least (2) two certifications or a certification and degree plus Mandatory 12 months tenure as an SDA.
- Undergraduate Degree pertaining to IT
- Non-Expired CompTIA A
- Non-Expired CompTIA Sec or Google Cyber Security Professional
- CompTIA IT Fundamentals or ITIL Foundations
- HDI Desktop Advanced Support Technician (HDI-DAST)
- HCHB or Epic certification/education
- SxS Training proficiency and experience
- In-depth technical specialty (e.g. mobility Telehealth HCHB End Stage Ancillary clinical applications IDaM etc)
Sr. Service Desk Analyst Roles Responsibilities and Expectations:
Under limited supervision of the Service Desk Supervisor/Manager perform the following duties:
- Perform all Specialist SDA and SDA duties as needed including end-user support via phone email or ticketing system.
- Troubleshoot and resolve issues related to hardware software applications system access and performance.
- Use knowledge bases and standard procedures to resolve incidents document solutions and meet service levels.
- Escalate complex issues to appropriate teams and assist with ticket routing rework and quality control.
- Manage ticket queues effectively resolving unresolved Tier 1 tickets and ensuring SLA compliance.
- Support high call volumes during outages or major incidents and assist with impact tracking and communications.
- Participate in client meetings assist with ticket reviews and communicate relevant updates to the team.
- Provide floor support (virtually or in-person) for SDA teams and coordinate offline or reassigned work as needed.
- Help onboard and train new hires support after-hours team members and contribute to knowledge base articles.
- Participate in the on-call rotation and perform other duties as assigned.
Additional Duties may include but are not limited to:
Major Incidents
Handle all MIs PHS etc. according to client requirements.
Responsible for facilitating incident prioritization
Demonstrated knowledge in Event Management terminology process and urgency
Perform the administrative tasks for the duration of the major incident using excellent customer service skills and expertise in clients organizational structure
Standup and run a clients Major Incident command call line IDaM
Perform IdAM and post configuration calls AHT 30 to 90 min as assigned.
SxS Trainer
Perform all SxS training for the cluster -- Conduct SxS training with agents to raise individual performance to Unity standards.
Use the checklists and assessments from the LP to conduct SxS training.
Teaching analysts technical and EHR skills so they can resolve caller issues such as how to:
- Navigate the systems and functionality.
- Understand the specific clients escalation paths.
- Understand the specific clients policies and procedures.
- Troubleshoot and fix technical issues.
- Help analysts practice resolving issues using virtual shadowing and reverse shadowing tools. Ability to double up trainees when required.
Monthly Metrics for all SR. SDA Must have Green Score Card for 12 months
- 300 interactions month on average
- Ticket Quality equal or greater than 85%
- Alerted No Answer under 4%
- Required to be on queue when not performing other functions i.e.: customer meetings ops meetings offline work escalations etc.
- Security Verification meeting standards
- Monthly Metrics for All SR SDA
Disclaimer
- The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
- It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this position.
- The preceding job description does not alter the at will status and therefore does not constitute a contract of employment expressed or implied between any employee and UnityBPO.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
Required Experience:
Senior IC
Employment Type
Full-Time
