Service Desk Analyst

Job Responsibilities:

• Provide a fantastic customer service experience for every client who calls the Service Center for assistance
• Refresh Experience
• Codeswitch customer/user jargon and industry terms understood by application analysts
• Respond to requests and effectively coordinate the execution of the Incident/Change/Problem processes
• Capture and document all details of an issue in the Service Management Portal
• Maintain technical expertise in the following areas:
• Microsoft Operating System technical navigation and support
• Microsoft Productivity Software (Office 365, Teams) technical navigation and support
• Network device troubleshooting (modem/router/laptop wireless NIC)
• Electronic Medical Record (EMR) technical navigation and support
• Other workplace services technologies as directed
• Interface with the other team members to provide additional information to assist in the resolution of cases as fast as possible
• Assist in scheduled environmental integrity checks within our Data Center, responding to alerts, and providing low-impact onsite assistance if directed.

Background:

• 2-5 years of Face-to-face Customer Service experience, including retail
• Excellent verbal and written communication skills
• Experience in HR CSR role helpful but not required
• Familiarity with a wide variety of technologies
• Web-based applications and deployments (Citrix, PeopleSoft, Sharepoint)
• Electronic Medical Record documentation and ordering support (Epic)
• Workstation break/fix (PC and peripherals, mobile phone, patient vitals monitoring, printer)

Education Requirements:

• Bachelor’s degree in communications, public relations, or technology, or equivalent experience in a Customer Service environment
• Technical certifications are preferred but not required
• 40+ WPM