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
12 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
