IT Service Desk Analyst
Advocate Aurora Health
full-time
Posted on:
Location Type: Remote
Location: Alabama • Alaska • United States
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Salary
💰 $24 - $36 per hour
Job Level
About the role
- Always provides exceptional customer service
- 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
- 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
- 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
- Keeps customers informed of the status of their request
- Assists with providing technical hints and tips to proactively assist customers
Requirements
- High School Graduate or equivalent
- Typically requires 1 year of experience in customer service, call center, or Service Desk support
- Strong interpersonal, customer service and service recovery skills
- 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
- Ability to maintain confidentiality and work as a team
Benefits
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingproblem-solvingtechnical aptitudecustomer serviceservice recoverycall tracking systemdesktop computingLAN/WANinformation systemdatabase concepts
Soft Skills
interpersonal skillscommunication skillsanalytical skillsability to manage multiple prioritiesteamworkcustomer interactionfollow-upadaptabilityconfidentialityservice orientation
Certifications
High School Graduate or equivalent