Service Desk Analyst I

3 weeks ago

Bowie, United States Inovalon Full time

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

**Overview**: The Service Desk Analyst is responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction. Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.

**Duties and Responsibilities**:

- Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
- Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
- Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
- Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
- Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;
- Maintain compliance with Inovalon's policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.
- Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
- Inovalon reserves the right to periodically change job descriptions in support of business demand

**Job Requirements**:

- 0-2 years of experience in Technical Support / troubleshooting experience;
- Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint;
- Experience with IT Service Management ticketing systems (Zendesk preferred);
- Understanding of Active Directory / Group Policy;
- Excellent verbal and written communication skills;
- Ability to work in a fast-paced environment;
- Self-motivated with strong organizational / prioritization skills;
- Excellent customer service, time management skills and results-oriented;
- Proven ability to multi-task with attention to detail, work effectively under pressure and deadlines;
- Experience with ITIL framework (ITIL Foundations v3 certification preferred);
- Bilingual is a plus, with the ability to speak/read/write conversational level Spanish

**Education**:

- Minimum of an Associate's degree in IT/technical field required, Bachelor's degree preferred

**Physical Demands and Work Environment**:

- Sedentary work (i.e. sitting for long periods of time)
- Occasionally lift, carry push, pull or otherwise move objects in repetitive motions;
- Subject to indoor environmental conditions;
- Local travel of 5-10% may be required for training purposes

**Overview**: The Service Desk Analyst is responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction. Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.

**Duties and Responsibilities**:

- Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
- Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
- Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
- Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
- Responsible for documenting and maintain

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