Client Service Analyst-Help Desk

Boston Medical Center; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading healthcare provider is seeking a Client Service Analyst for their Service Desk. This role involves providing exceptional customer support for IT-related issues, managing incidents, and ensuring effective communication with users. Ideal candidates will possess strong technical skills and a commitment to excellent service in a dynamic environment.

Qualifications

• At least one year of experience in IT support.
• Degree in Computer Science or related discipline preferred.

Responsibilities

• Provides front line customer support for IT-related issues.
• Triages calls and resolves incidents.
• Documents all actions in ticketing system.

Skills

Customer Service

Multi-tasking

Problem Solving

Communication

Education

Associates' Degree

Tools

ServiceNow

Cisco

Windows Active Directory

Microsoft Exchange

DameWare

Microsoft Office

Job description

POSITION SUMMARY :

Provides front line customer support for Boston Medical Center and affiliated organizations employees. Responds to incoming calls, emails, and in person requests for assistance with all IT-related issues. Triages calls by identifying, classifying, and prioritizing incidents and requests. Resolves issues as appropriate, and engages other teams as necessary. Has good judgment. Owns customer relationship through resolution of incident. Thoroughly documents all actions in ticketing system. Has frequent interactions with all levels of personnel, therefore has impeccable customer service skills.

Position: Client Service Analyst-Help Desk

Department: Service Desk

Schedule: Full Time

JOB REQUIREMENTS

EDUCATION:

Associates' Degree (or 2 years equivalent combination of formal education and/or related experience) required. Degree in Computer Science, Engineering, or related discipline preferred.

EXPERIENCE:

At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware. Medical environment a plus.

KNOWLEDGE AND SKILLS:

• Impeccable customer service skills
• Must be able to multi-task and prioritize well
• Experience using ticketing system to track incidents
• Excellent writing and communication skills
• Demonstrated problem-solving ability
• Broad range of network and desktop knowledge
• Ability to give verbal instruction patiently to non-technical users
• Knowledge of current PC and mobile computing technology
• Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare.
• Desktop: Windows Server 2003/2008, Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10, Sharepoint
• OS: Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7
• Hardware: Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers, Blackberry, iPhone, iPad
• Protocols: TCP/IP, HTTP, Ethernet
• Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications

Equal Opportunity Employer/Disabled/Veterans