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IT Service Desk Analyst - Tier 1 Call Center

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Information Technology
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Adventist IT

GENERAL SUMMARY:
The Service Desk Analyst provides Tier One Call Center support for all Adventist IT supported systems, applications, and equipment.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
• Adhere to IT Service Management policy and procedures for all in scope process areas.
• Administers all duties in accordance with established policies, procedures, and standards.
• Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues.
• Identifies opportunities to improve team member satisfaction.
• Processes incoming customer interactions within Service Desk departmental goals.
• Promptly records specific issues, processes, or reports of customer dissatisfaction.
• Proposes creation or revisions to Service Desk knowledge documentation and processes.
• This position may be required to work overtime in order to support business needs.



Qualifications:

KNOWLEDGE AND SKILLS REQUIRED:
• Ability to be resilient and successfully perform in a fast paced, dynamic contact center environment.
• Ability to collaborate and work well in a team-based environment.
• Ability to document details of customer interactions.
• Ability to quickly learn system specifics and functionality with little or no documentation.
• Ability to successfully comprehend and process matters related to clinical applications.
• Ability to work with limited supervision.
• Continuous learning of new systems, business processes and concepts are a must.
• Demonstrate excellent oral and written communication skills.
• Demonstrates poise in intense or stressful situations.
• Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.
• Must be a customer service focused and self-motivated professional.
• Must have the ability to work well with people of varying levels of technical abilities.
• Possess a high-level knowledge of industry standard service management tools (preferably CA Service Desk Manager)
• Possess critical thinking skills and the ability to multi-task.
• Possess strong interpersonal skills with a positive and enthusiastic attitude.

EDUCATION AND EXPERIENCE REQUIRED:
• Associate degree in related field or relevant work experience required.
• Minimum of one year of customer service contact center and/or telephone technical support experience in a fast paced environment

EDUCATION AND EXPERIENCE PREFERRED:
• Bachelor’s degree in related field.
• Minimum of at least two years of technical support in a health care specific or contact center environment, PC technician in a fast paced environment

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
• None

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
• CompTIA A+, ITIL, or Help Desk certification preferred

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