Remote Service Desk Analyst — Second Shift Support

600 Advocate Health, Inc.; Oak Brook (IL); On-site; USD 33,000 - 50,000; Full time

Job summary

Advocate Health is seeking a Service Desk Analyst to provide initial technical support to customers, addressing PCs, servers, applications, and hardware issues. This fully remote role supports a broad user base across eligible states.

You will log calls, escalate complex problems, and meet KPIs while delivering courteous service and accurate documentation in the service management system. Second shift 2pm to 10:30pm, Monday through Friday, 40 hours per week.

Qualifications

• 1 year of experience in customer service, call center, or Service Desk support.
• Strong interpersonal and written communication skills.
• Basic understanding of LAN/WAN-based software and hardware concepts.
• Ability to manage multiple priorities and maintain confidentiality.

Responsibilities

• Provide initial technical support for computers, servers, applications, and hardware.
• Document calls in the service management system and escalate as needed.
• Respond with courtesy, gather information, and resolve or route incidents.
• Maintain ticket closure rate and adhere to KPI targets.

Skills

Customer service

Technical aptitude

Communication

Problem-solving

Confidentiality

Multi-tasking

Education

High School Diploma or equivalent

Tools

Call tracking system

Job description

Advocate Health is seeking a Service Desk Analyst to provide initial technical support to customers, addressing PCs, servers, applications, and hardware issues. This fully remote role supports a broad user base across eligible states.

You will log calls, escalate complex problems, and meet KPIs while delivering courteous service and accurate documentation in the service management system. Second shift 2pm to 10:30pm, Monday through Friday, 40 hours per week.