Service Desk Analyst II

HCTec

Service Desk Analyst II

Brentwood, TN
Full Time
Paid
  • Responsibilities

    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.