Service Desk Analyst

Responsibilities

• Provide remote technical support to customers in a 24/7 call center environment
• Process and respond to customer inquiries, concerns, and requests
• Gather and evaluate customer information to diagnose issues
• Deliver end-user support via remote connection and over the Internet
• Research information using available resources and follow standard procedures
• Accurately document call transactions and case updates in the Healthy IT ticketing system
• Follow up with customers and make scheduled callbacks as needed
• Follow proper escalation procedures as defined by management
• Stay current with system information, changes, and updates

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
• Clear written and verbal communication 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)
• Ability to sit for long periods and use a headset/microphone
• Team player with a strong drive for delivering excellent customer service
• Flexible, adaptable, and creative problem-solving skills

Preferred Qualifications

• Associate or bachelor's degree
• Knowledge of medical/clinical terminology

About the Company

HCTec provides healthcare IT managed services and 24/7 technical support solutions.