Advocate Aurora Health
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IT Service Desk Analyst
Location
Alabama + 31 moreAll locations: Alabama, Alaska, Arizona, Florida, Idaho, Iowa, Kansas, Kentucky, Louisiana, Maine, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Michigan, Mississippi, Missouri, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, Wyoming
Posted
7 days ago
Salary
$24 - $36 / hour
High School1 yr expEnglish
Job Description
• Always provides exceptional customer service
• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications
• Gathers information about the issue from the customer
• Assists with simulating user issues to resolve
• Escalates unresolved interactions appropriately
• Documents all relevant customer interaction information thoroughly in the service management system
• Analyzes basic issues and arrives at workable solutions
• Provides callbacks or follow-up with the customer as necessary to close the ticket
• Utilizes the call tracking system accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI)
• Performs routine procedures to remedy issues or when requested
• Keeps customers informed of the status of their request
• Assists with providing technical hints and tips to proactively assist customers
Job Requirements
- High School Graduate or equivalent
- Typically requires 1 year of experience in customer service, call center, or Service Desk support
- Strong interpersonal, customer service and service recovery skills
- Basic understanding of call centers and call tracking system
- Strong technical aptitude with the ability to learn quickly and support software applications
- Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology
- Ability to manage multiple priorities in a dynamic work environment
- Analytical and problem-solving skills
- Strong written and verbal communication skills including the ability to interact with a diverse customer population
- Ability to maintain confidentiality and work as a team
Benefits
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
