IT Service Desk Analyst I

Advocate Health•Charlotte, NC

1d•$24 - $36•Remote

About The Position

The IT Service Desk Analyst I provides initial technical support to customers and delivers a positive customer experience while handling issues involving computers, servers, applications, and hardware. The analyst assesses issues, responds to incidents and service requests, and resolves or escalates them using documented procedures, checklists, and simulated or recreated incidents. Interactions are documented in the tracking system, and complex problems are escalated to more experienced support staff. This is a fully remote role for candidates working from the specified eligible states. The position is scheduled Monday through Friday, 8 AM to 5 PM, with 40 hours per week. Because the Service Desk supports the organization 24x7x365, advance flexibility to work other shifts, including evenings, overnights, and weekends, is required. Occasional travel may be required. The listed pay range is $24.10 to $36.15.

Requirements

High school graduate or equivalent.
Typically requires 1 year of experience in customer service, a call center, or Service Desk support.
Strong interpersonal, customer service, and service recovery skills, with a basic understanding of call centers and call-tracking systems.
Strong technical aptitude and ability to learn quickly and support software applications.
Understanding of Information System technical components, including basic hardware, platform, and 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 communicate effectively with a diverse customer population at their level.
Ability to use and manage a standard multiple-line telephone system.
Ability to maintain confidentiality and work as part of a team.
Ability to identify issues that may adversely affect business if not escalated properly.
Ability to work independently in a remote environment free from distractions.
Ability to sit for extended periods and perform fine hand manipulation when using a keyboard.
Flexibility to be available in advance for other shifts, including evening, overnight, and weekend shifts.

Responsibilities

Provide respectful, patient, positive, and exceptional customer service in alignment with organizational values.
Troubleshoot, answer questions, and resolve basic problems involving LAN/WAN software, desktop equipment, printers, network status, and applications.
Gather information by asking clarifying questions, presenting options or solutions, and determining issue complexity.
Assist with simulating user issues to help resolve them and appropriately escalate unresolved interactions.
Thoroughly document relevant customer interaction information in the service management system.
Analyze basic issues and develop workable solutions; provide callbacks or follow-up as needed to close tickets.
Accurately and efficiently record customer interactions in the call-tracking system while meeting established Service Desk KPIs.
Perform routine procedures to remedy issues or fulfill requests.
Escalate unresolved issues to second-tier support and keep customers informed when an immediate remedy is unavailable.
Provide technical hints and tips to proactively assist customers.
Adhere to Advocate Health policies and procedures.