Service Desk Analyst

Service Desk Analyst - Healthcare

Location: Remote

Medsphere positively impacts patient care by delivering award-winning healthcare IT solutions and software for providers of every size and budget.

We are an accomplished organization of committed clinical and technology professionals working to make quality healthcare IT solutions accessible to organizations of virtually any size, shape or budget. We love working here because we care about each other and about the people who benefit from our products.

The Service Desk Analyst Tier 1 provides phone and online technical support of healthcare enterprise and clinical software applications, as well as ensuring client satisfaction of products, services, and features.

As a Service Desk Analyst at Medsphere, you’ll get to:

• Provide professional and courteous customer service to hospital and ambulatory Phoenix Health Systems customers.
• Field incoming calls, email, and support portal cases for technical and software troubleshooting.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Strive toward meeting client SLAs such as First Call resolution, Call Abandonment, and Speed to Answer.
• Use remote connection software to efficiently resolve customers issues.
• Log cases in company Incident Management system and track cases requiring customer follow-up.
• Collaborate with internal departments to facilitate customer needs
• Positively contribute to team success by participating in team trainings, collaborating with co-workers and aiding internal teams to meet customer needs
• Build positive rapport with customers to assist in maintaining client references.
• Assist in special projects assigned.

Requirements:

• 1 – 2 years customer service experience
• Basic knowledge of computer components
• Basic knowledge of operating systems such as Windows 8 and 10
• Excellent oral and written communication skills
• The ability to operate in high volume call center
• Knowledge or experience in a clinical setting a plus, but not required

Perks and Benefits:

• Flexible time off plan
• Great working environment
• Flexible work hours
• Health, vision, dental, 401k, and all the other necessary benefits

Medsphere is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.