Service Desk Analyst II

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT 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. 

ESSENTIAL RESPONSIBILITIES

·   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

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 fast-paced, high energy environment with a proactive focus

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

Additional

·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)