IS Customer Service Analyst I
About The Position
Overview: The Role is a hybrid, Monday thru Friday 8a-5p position. Post training (est. 6 weeks) the team member will be eligible for some WFH. This position supports both our Research and Hospital customers. Job Description Summary: Serves as the initial point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person. Job Description: Essential Functions: Gathers relevant information to assist in timely resolution of incidents and requests Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier and 3 resources Provides accurate and timely logging and resolution of issues Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner Assists the IS Service Desk with continuous process improvement.
Requirements
- Bachelor’s Degree or relevant experience, required.
- One year of experience providing IT customer support, required.
- Excellent troubleshooting and customer service skills.
Nice To Haves
- A+ or Network+ Certification, preferred.
Responsibilities
- Gathers relevant information to assist in timely resolution of incidents and requests
- Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier and 3 resources
- Provides accurate and timely logging and resolution of issues
- Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner
- Assists the IS Service Desk with continuous process improvement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
