IT Service Desk Analyst 1

Advocate Health and Hospitals Corporation•Macon, GA

6d•Remote

About The Position

The IT Service Desk Analyst 1 is responsible for providing exceptional customer service and initial support for troubleshooting, answering questions, and resolving basic issues related to LAN/WAN-based software, desktop computing equipment, printers, network status, and applications. This role involves gathering information from customers, simulating user issues, escalating unresolved problems, and thoroughly documenting all interactions in the service management system. The analyst will analyze basic issues, provide solutions, and ensure timely follow-up to close tickets and meet Key Performance Indicators (KPIs). They will also perform routine procedures, keep customers informed of request status, and provide technical assistance. Adherence to Advocate Health Policy and Procedures is required.

Requirements

High School Graduate 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.
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.
Ability 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.

Nice To Haves

Preferred remote locations in WI, NC, GA
Fully Remote Role from these states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.
No relocation, No Sponsorship or transfer of visa for this position.

Responsibilities

Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity.
Assists with simulating user issues to resolve.
Escalates unresolved interactions appropriately.
Documents all relevant customer interaction information thoroughly in the service management system.
Analyzes basic issues and arrives at workable solutions.
Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate.
Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
Performs routine procedures to remedy issues or when requested.
Escalates unresolved issues to second-tier support.
Keeps customers informed of the status of their request if an immediate remedy is not available.
Assists with providing technical hints and tips to proactively assist customers.
Adherence to all Advocate Health Policy and Procedures.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program