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Service Desk Analyst II

Service Desk Analyst II

HCTecWaukesha, WI, United States
4 days ago
Job type
  • Full-time
Job description

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT 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.

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

  • 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
  • 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

    • Additional

  • Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)
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    Service Desk Analyst • Waukesha, WI, United States