Job Description

The Service Desk Analyst is the single point of contact when assisting customers with all manner of incident reports and inquiries in an ever-growing spectrum of intake. This position is required to perform all Service Desk functions including, but not limited to, answering calls, creating service tickets, assisting callers with issues, documenting those issues, documenting issue resolutions (when possible), or re-routing calls and help tickets as applicable.

Currently this position will field internal customer Human Resources FAQ and intake, patient information portal calls, technical (IT) and EMR calls, and physical facilities intake.

Client uses ServiceNow for all knowledge, routing, and troubleshooting documentation.

Job Responsibilities:

• Provide a fantastic customer service experience for every client who calls the Service Center for assistance
• 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

Key capabilities:

• Interfaces effectively and efficiently with clients, staff, and partners. Requires both oral and typed communication capabilities
• Maintains a sense of urgency to address customer requests or concerns quickly and with a genuine smile, even if working over the phone
• Possesses strong ability to learn and apply new methodologies in an ever-changing environment.
• Ability to follow instruction, even if past experiences offer a different solution path
• Follows a process-oriented approach to projects and tasks; completes tasks in a consistent, reliable, repeatable manner for proven results
• Demonstrates the ability to operate effectively on their own in addition to maintaining lines of communication with teammates to achieve collective goals
• Coordinates solutions utilizing resources at their disposal (knowledgebase, routing guides)
• Learns independently but works as a team member
• Desires to be helpful even when our customer is under pressure

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