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Service Desk Analyst

3 months ago

Indianapolis, United States TEKsystems Full time

Description:

WEEKENDS 3RD SHIFT + 2 WEEK DAYS (Weekend shifts are also always on site).

Training will largely happen during standard business hours on site. Following training, consultant would be working on site Saturday / Sunday (noon – midnight), and two weekdays of their choosing at home (time TBD with consultant). The first 6 weeks of training will be onsite more often than not.

Job Description: The Service Desk Analyst is the single point of contact when assisting customers with all manner of incident reports and inquiries in an ever-growing spectrum of intake. This position is required to perform all Service Desk functions including, but not limited to, answering calls, creating service tickets, assisting callers with issues, documenting those issues, documenting issue resolutions (when possible), or re-routing calls and help tickets as applicable.

Currently this position will field internal customer Human Resources FAQ and intake, patient information portal calls, technical (IT) and EMR calls, and physical facilities intake. Client uses ServiceNow for all knowledge, routing, and troubleshooting documentation.

Job Responsibilities:

• Provide a fantastic customer service experience for every client who calls the Service Center for assistance

• Codeswitch customer/user jargon and industry terms understood by application analysts

• Respond to requests and effectively coordinate the execution of the Incident/Change/Problem processes

• Capture and document all details of an issue in the Service Management Portal

• Maintain technical expertise in the following areas:

o Microsoft Operating System technical navigation and support

o Microsoft Productivity Software (Office 365, Teams) technical navigation and support

o Network device troubleshooting (modem/router/laptop wireless NIC)

o Electronic Medical Record (EMR) technical navigation and support

o Other workplace services technologies as directed

• Interface with the other team members to provide additional information to assist in the resolution of cases as

fast as possible

• Assist in scheduled environmental integrity checks within our Data Center, responding to alerts, and providing

low-impact onsite assistance if directed.

Background :

• 2-5 years of Face-to-face Customer Service experience, including retail

• Excellent verbal and written communication skills

• Experience in HR CSR role helpful but not required

• Familiarity with a wide variety of technologies

o Web-based applications and deployments (Citrix, PeopleSoft, Sharepoint)

o Electronic Medical Record documentation and ordering support (Epic)

o Workstation break/fix (PC and peripherals, mobile phone, patient vitals monitoring, printer)

Education Requirements:

• Bachelor’s degree in communications, public relations, or technology, or equivalent experience in a Customer

Service environment

• Technical certifications are preferred but not required

• 40+ WPM

Key capabilities:

• Interfaces effectively and efficiently with clients, staff, and partners. Requires both oral and typed

communication capabilities

• Maintains a sense of urgency to address customer requests or concerns quickly and with a genuine smile, even

if working over the phone

• Possesses strong ability to learn and apply new methodologies in an ever-changing environment.

• Ability to follow instruction, even if past experiences offer a different solution path

• Follows a process-oriented approach to projects and tasks; completes tasks in a consistent, reliable,

repeatable manner for proven results

• Demonstrates the ability to operate effectively on their own in addition to maintaining lines of communication

with teammates to achieve collective goals

• Coordinates solutions utilizing resources at their disposal (knowledgebase, routing guides)

• Learns independently but works as a team member

• Desires to be helpful even when our customer is under pressure

Skills:

Help desk, Windows 10, Phone support, Customer service

Top Skills Details:

Help desk,Windows 10,Phone support,Customer service

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.