Address
Form of workSUMMARY
The Service Desk Analyst II (Technical) is primarily responsible for supporting customers in the form of providing timely and enthusiastic support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. This position will report under the Operations Manager in the Managed Services Division.
ESSENTIAL RESPONSIBILITIES
KNOWLEDGE, SKILLS, EXPERIENCE
The Service Desk Analyst II (Technical) is primarily responsible for supporting customers in the form of providing timely and enthusiastic support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. This position will report under the Operations Manager in the Managed Services Division.
ESSENTIAL RESPONSIBILITIES
- Interact with customers to provide and process information in response to inquiries, concerns, and requests.
- Identify, research and resolve technical problems
- Answer and handle calls from end users
- Document, track and monitor problems to ensure timely resolution
- Provide daily Tier 1 support to end users on a variety of hardware and application issues, escalating to support teams as necessary
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
- Research required information using available resources.
- Accurately process and record call transactions using a computer and designated tracking software
- Organize ideas and communicate oral messages appropriate to listeners and situations.
- Identify troubleshooting techniques/step and document all case information and updates as information becomes available via the client's ticketing system or designated company system.
- Follow proper escalation procedures as defined by management.
- Ensure customers receive prompt, accurate and courteous service.
KNOWLEDGE, SKILLS, EXPERIENCE
- 1 year call center experience
- Prior experience supporting a hospital, health system or care network is required
- Prior experience supporting Cerner Millennium is highly desired
- Must have strong customer service skills and the ability to troubleshoot and solve problems
- Requires excellent written and oral communication skills
- Proper phone etiquette and effective listening skills.
- Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
- Medical/clinical terminology is preferred, but not required.
- Familiarity with mobile device support (iPhone, Android, Windows Mobile)
