IT Service Desk Analyst 1

Major Responsibilities

• Always provides exceptional customer service.
• Treats everyone with respect and dignity.
• Demonstrates patience and positivity when working with others.
• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
• Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity.
• Assists with simulating user issues to resolve.
• Escalates unresolved interactions appropriately.
• Documents all relevant customer interaction information thoroughly in the service management system.
• Analyzes basic issues and arrives at workable solutions.
• Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate.
• Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Performs routine procedures to remedy issues or when requested.
• Escalates unresolved issues to second-tier support.
• Keeps customers informed of the status of their request if an immediate remedy is not available.
• Assists with providing technical hints and tips to proactively assist customers.
• Adheres to all Advocate Health Policy and Procedures.

Knowledge, Skills & Abilities

• Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level.
• Ability to independently work in a remote work environment free from distractions.
• Ability to determine issues that may have an adverse business impact if not properly escalated.

Physical Requirements And Working Conditions

• Must be able to sit for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard.
• Position may require occasional travel which may result in exposure to road and weather hazards.
• Ability to independently work in a remote work environment free from distractions.
• Potentially exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

Remote Schedule Details/Additional Information

• Monday - Friday 8:30 - 5:00

Pay Range

• $24.10 - $36.15

Major Requirements

• Typically requires 1 year of experience in customer service, call center, or Service Desk support.
• Licensure, Registration, And/or Certification Required: None Required.
• Education Required: High School Graduate or equivalent.