Service Desk Analyst II

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

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Last updated on May 15, 2023