Remote Service Desk Analyst I: Frontline Tech Support

Advocate Health; Oak Brook (IL); Remote; USD 42,000 - 56,000; Full time

Job summary

Advocate Health is seeking an entry-level Service Desk professional to provide initial technical support for computers, servers, applications, and hardware issues. You will assess issues, respond to incidents and service requests, and escalate when necessary while documenting all calls in the tracking system.

The role requires strong interpersonal and communication skills, a basic understanding of call centers, and the ability to learn quickly in a dynamic environment.

Qualifications

• High School Diploma or equivalent.
• Typically requires 1 year of experience in customer service, call center, or Service Desk support.
• 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.

Responsibilities

• Provides initial technical support to customers for computers, servers, applications and hardware issues.
• Assesses the nature of the issue and responds to incidents and service requests.
• Resolves or escalates issues using documented procedures and checklists and by simulating or recreating the incident.
• Documents all calls in the tracking system and escalates complex problems to more experienced staff when necessary.
• Maintains confidentiality and works as part of a team.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma or equivalent

Tools

Call tracking system

Telephone system

Job description

Advocate Health is seeking an entry-level Service Desk professional to provide initial technical support for computers, servers, applications, and hardware issues. You will assess issues, respond to incidents and service requests, and escalate when necessary while documenting all calls in the tracking system.

The role requires strong interpersonal and communication skills, a basic understanding of call centers, and the ability to learn quickly in a dynamic environment.