Entry-Level Remote Service Desk Analyst

Advocate Health Care; Oak Brook (IL); Remote; USD 36,000 - 65,000; Full time

Job summary

Advocate Health Care in Oak Brook, IL is seeking a Service Desk Analyst to provide initial technical support to customers, troubleshoot basic hardware and software issues, printers, and network status, and document incidents in the tracking system. The role emphasizes delivering an excellent customer experience and escalating complex problems when needed.

Responsibilities include gathering information, simulating issues, maintaining ticketing records, and providing tips to customers while

Qualifications

• Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system.
• 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 written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level.
• to use/manage a standard multiple-line telephone system.
• Ability to maintain confidentiality and work as a team.
• Ability to determine issues that may have an adverse business impact if not properly escalated.

Responsibilities

• Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values.
• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
• Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately.
• Documents all relevant customer interaction information thoroughly in the service management system.
• Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to "close" the ticket and maintain a successful call closure rate.
• Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk KPI.
• Performs routine procedures to remedy issues or when requested.
• Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available.
• Assists with providing technical hints and tips to proactively assist customers.
• Adherence to all Advocate Health Policy and Procedures.

Skills

Customer service skills

Technical aptitude

Problem-solving

Multitasking

Verbal & written communication

Teamwork

Education

High School Diploma or equivalent

Tools

Call tracking system

Job description

Advocate Health Care in Oak Brook, IL is seeking a Service Desk Analyst to provide initial technical support to customers, troubleshoot basic hardware and software issues, printers, and network status, and document incidents in the tracking system. The role emphasizes delivering an excellent customer experience and escalating complex problems when needed.

Responsibilities include gathering information, simulating issues, maintaining ticketing records, and providing tips to customers while