Analyst, End User Customer
About The Position
What IT Service Center contributes to Cardinal Health IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies. Responsibilities Provides a positive technical support experience through handling concerns in a highly professional manner. Answers questions regarding system procedures, online transactions, systems status and downtime procedures. Partners with end users to correlate business requirements to technology solutions. Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service. Confers with end users, external customers and technology teams to resolve incidents. Ability to work independently or via a team collaboration process. Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), Virtual Machines, Security Rights, Shared Folder, and Internal Business Applications. Qualifications Bachelor’s Degree in related field or equivalent work experience, preferred Minimum of 2 years in a Global IT Service Desk or End-User support role, preferred Strong English communication, problem solving and analytical skills, preferred Experience with remote control technologies and ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment, preferred Applicable technical certifications, preferred Experience with Genesis Cloud phone system and Service NOW a Plus, preferred Candidate must be amenable to flexible scheduling, preferred Work from Home Ready (with minimum 15mbps internet connection), preferred Amenable to work in the office upon request, preferred What is expected of you and others at this level? Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response. Handles call professionally during all interactions and provide prompt and efficient support. Applies standard concepts, principles, and technical capabilities to perform routine tasks. Achieve or exceed the targets set based on the standard outlined KPI. Works on projects of various scope and complexity.
Requirements
- Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), Virtual Machines, Security Rights, Shared Folder, and Internal Business Applications.
Nice To Haves
- Bachelor’s Degree in related field or equivalent work experience, preferred
- Minimum of 2 years in a Global IT Service Desk or End-User support role, preferred
- Strong English communication, problem solving and analytical skills, preferred
- Experience with remote control technologies and ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment, preferred
- Applicable technical certifications, preferred
- Experience with Genesis Cloud phone system and Service NOW a Plus, preferred
- Candidate must be amenable to flexible scheduling, preferred
- Work from Home Ready (with minimum 15mbps internet connection), preferred
- Amenable to work in the office upon request, preferred
Responsibilities
- Provides a positive technical support experience through handling concerns in a highly professional manner.
- Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
- Partners with end users to correlate business requirements to technology solutions.
- Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
- Confers with end users, external customers and technology teams to resolve incidents.
- Ability to work independently or via a team collaboration process.
- Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
- Handles call professionally during all interactions and provide prompt and efficient support.
- Applies standard concepts, principles, and technical capabilities to perform routine tasks.
- Achieve or exceed the targets set based on the standard outlined KPI.
- Works on projects of various scope and complexity.
Benefits
- Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
