Tier II Service Desk Analyst
About the role
As a Tier II Service Desk Analyst, you will resolve or escalate support tickets from the IT Service Desk that cannot be resolved by Tier I support. This role supports Problem Management by providing more in-depth analysis of incidents and information requests, helping teammates resolve technical issues efficiently and effectively. You will support a wide range of systems and applications, including Outlook, Microsoft 365, RightFax, Cisco phones, UKG, and other enterprise technologies, while serving as a liaison between frontline support and higher-tier technical teams.
Requirements
- Bachelor’s degree or equivalent field-related work experience required (a combination of education and experience will be considered in lieu of a degree).
- Three (3) years of customer service experience required.
- One (1) year of ServiceNow experience is strongly preferred.
- Strong written and verbal communication skills, including active listening.
- Strong technical aptitude with the ability to learn and adapt to new technologies.
- Desire to provide outstanding customer service in every interaction.
- Ability to work effectively in a fast-paced environment.
- Collaborative team player with a positive attitude toward problem-solving.
Why join us
At Community Health Network, we build teams that deliver exceptional care through empathy, communication, and collaboration. We consider ALL an integral part of the exceptional patient experience. We PRIIDE ourselves on not having employees but Caregivers. Join our Community as we make a difference in your community.