Service Desk Analyst

Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests
• Gather customer information and determine issues by evaluating and analyzing symptoms
• Deliver service and support to end-users 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 designated tracking software
• Follow up and make scheduled callbacks to customers where necessary
• Stay current with system information, changes, and updates
• Identify troubleshooting techniques and document case information via IT ticketing system
• Follow proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate, and courteous service

Requirements

• High school diploma required; associate or bachelor's degree highly preferred
• Current valid state driver's license
• Proper phone etiquette and effective listening skills
• Ability to speak and write clearly and accurately with proficiency in typing and grammar
• Knowledge of relevant software, computer applications, and equipment
• Knowledge of customer service principles and practices
• Experience maintaining and troubleshooting all versions of Microsoft Windows
• Familiarity with mobile device support (iPhone, Android, Windows Mobile)
• Must be able to sit for long periods of time and use a headset/microphone
• Must be a team player with good working relationships across all functions
• Strong personal drive for delivering great customer service in a fast-paced environment
• Flexible, adaptable, with creative problem-solving skills

Preferred Qualifications

• Medical/clinical terminology preferred