Service Desk Analyst 1

Advocare•Marlton, NJ

3d•Onsite

About The Position

Advocare, LLC is a partnership of the top doctors in New Jersey, Pennsylvania and Delaware, including pediatricians, family practice and specialists. As part of the team, you’ll work side-by-side with forward-thinking professionals who strive to provide the highest quality medical care by meeting and exceeding standards for clinical outcomes while delivering exceptional patient service in an evolving healthcare environment.

Requirements

Good customer service skills.
Effective verbal and written communication skills.
Demonstrates professionalism, confidentiality, and diplomacy and can serve a wide range of employees with equity and tact.
Critical Evaluation.
Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization.
Commitment to excellence and high standards
Detail oriented with strong follow-up initiative
Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.
High School diploma, GED
Computer experience or related field and/or equivalent experience a plus.

Nice To Haves

CompTIA A+ or equivalent Certification (preferred)
Understanding of healthcare centers or medical records a plus

Responsibilities

Provide phone support for our on-site Care Centers and main office, this includes on site as well as remote employees.
Work Incidents and Service Requests to resolution with good notes.
Review and utilize Knowledge Base articles
Remote support can and does including fielding calls on some weekend days & holidays while not onsite
A passion to work in IT and help our users with their computer challenges
Demonstrates good customer service skills and empathy
Good communication skills with users of all ages and skill levels
Strong desire to solve problems and make things better
Thinks clearly in difficult situations and know when to escalate and ask for help
Capability to work in an individual and team environment
Follow standard ServiceDesk procedures, including following workflow and process documents outlined in the IT knowledgebase
Strong time management and organizational skills
Escalate unresolved issues to appropriate subject matter expert both inside and outside of Advocare, as appropriate or as directed
Participate in On-Call rotation
Work in medical or retail environments a plus
Other duties as assigned.