Service Desk Analyst II

Service Desk Analyst II

The Service Desk Analyst II is responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. In addition, this role will be responsible for technical support to patients, physicians, and hospital staff for related hospital applications through a variety of support channels. 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:

• Take phone calls as directed/needed for client SLA's
• 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 updates
• Identifies troubleshooting techniques/steps;
  Document 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
• Other duties as assigned

Knowledge, Skills, and Abilities:

Education:

High School Diploma, GED, or equivalent required; completion of two-year community college/vocational/technical school in a relevant field preferred

Experience:

Customer service support experience in a call center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience

Certifications & Licenses:

Current valid State Drivers' License

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