Service Desk Analyst I

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

Provides initial technical support to customers while delivering excellent customer experience during interactions regarding computers, servers, applications and hardware issues. Assesses the nature of the issue, responds to Incidents and requests for service, and resolves or escalates using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.

Major 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.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

High School Graduate or equivalent.

Experience Required:

Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Knowledge, Skills & Abilities Required:

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.

Physical Requirements and Working Conditions:

Must be able to sit for extended periods of time.

Must be able to perform fine hand manipulation when using a keyboard.

Position may require occasional travel which may result in exposure to road and weather hazards.

Ability to independently work in a remote work environment free from distractions. Potentially exposed to a normal office environment.

Operates all equipment necessary to perform the job.

The Service Desk supports the organization 24x7x365. Flexibility for availability in advance to work other shifts, includingevening, overnight & weekends is required.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.