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