Service Desk Analyst II
HCTec - hohenwald, TN
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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.
Created: 2024-07-07