Service Desk Analyst II

2 days ago

Waukesha, Wisconsin, United States HCTec Full time
Job Title: Service Desk Analyst II

At HCTec, we are seeking a highly skilled Service Desk Analyst II to join our team. As a Service Desk Analyst II, you will be responsible for providing timely and enthusiastic remote support to our IT customers from our 24/7 call center environment.

Key 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 updates
  • Identify troubleshooting techniques/step and document all case information and updates as information becomes available via Healthy IT ticketing system
  • Follow proper escalation procedures as defined by management
  • Ensure customers receive prompt, accurate and courteous service
Requirements:
  • 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
  • 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required
Additional Information:
  • Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

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