Service Desk Analyst I

5 days ago


Oak Brook, Illinois, United States Advocate Aurora Health Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst I to join our team at Advocate Aurora Health. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our employees and customers.

Key Responsibilities
  • Provide initial support and troubleshooting for software, hardware, and network-related issues
  • Answer questions and resolve basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status, and applications
  • Gather information about the problem from the end-user by asking clarifying questions and presenting options and/or solutions
  • Analyze basic problems and arrive at workable solutions
  • Utilize the call tracking system to accurately, quickly, and efficiently record all interactions with customers
  • Escalate unresolved requests to second-tier support and keep clients informed of the status of their request
  • Perform routine procedures to remedy issues or when requested
  • Assist with providing technical hints and tips to proactively assist customers
  • Interact with other HIT resources and business trainers to restore service and/or correct issues
Requirements
  • Typically requires 1 year of experience in customer service, call center, or Service Desk support
  • Strong interpersonal and customer service skills, as well as basic understanding of call centers and call tracking systems
  • 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 verbal communication skills and the ability to interact with a diverse client population
About Advocate Aurora Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia, and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care.



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