Service Desk Analyst I-AFTERNOON SHIFT
The Service Desk Analyst I provides quality first level support to IT users, employing a high degree of customer service, technical expertise and timeliness. Consult knowledge base to optimize problem resolution, tracks calls and enters solution data and follow through on resolution with end users. The AFTERNOON SHIFT schedule will be a nine hour shift with an hour unpaid lunch. Days off will be dependent of business needs. Five consecutive regularly scheduled work days is the maximum with a start time between 11:00 am and 5:30 pm. Weekend availability is required to apply.
Responsibilities:
- Receive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps
- Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Routinely contribute to the Knowledge Base
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
- Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
Knowledge, Skills, and Abilities (KSAs):
- Knowledge of Citrix and VPN
- Basic typing skills
- Strong listening, verbal, and written communication skills
- A strong sense of urgency and the ability to multi-task effectively with attention to details
- Well-developed organizational, communications and time management skills
- A strong business maturity and professionalism is essential
- Ability to troubleshoot, analyze and resolve customer concerns
- High technical aptitude and strong PC literacy skills including function and capabilities
- Ability to work independently as well as part of a team and function well under pressure
Education and Experience:
- High School diploma (Associates Degree in CS/IT Preferred) or equivalent required and 0 to 1 years in a service desk environment
- Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc) is preferred
- HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date
