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