Service Desk Analyst I

POSITION SUMMARY:

The Service Desk Analyst I is primarily responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments.

ESSENTIAL FUNCTIONS:

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests

• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

• Deliver service and support to end-users, 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

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education:

• High school diploma is required. Associate or bachelor’s degree is highly preferred.

Certifications & Licenses:

• Current valid State Drivers’ License

Key Qualifications:

• Proper phone etiquette and effective listening skills

• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

• Knowledge of relevant software, computer applications and equipment

• 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 maintaining, and troubleshooting all versions of Microsoft Windows operating system

• Familiarity 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 fast-paced, high-energy environment with a proactive focus

• Need to be flexible, adaptable, and possess creative problem-solving skills

• Perform other duties as assigned