Service desk analyst
Job Posting for Service desk analyst at HCTec
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
Last updated : 2024-04-11
Salary.com Estimation for Service desk analyst in Hohenwald, TN
$43,307 to $53,991
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Job openings at HCTec
HCTec
Hohenwald, TN
Full Time
HCTec
Madison, WI
Full Time
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