Service Desk Analyst I

Advocate Health•Oak Brook, IL

2d•$24 - $36•Remote

About The Position

Provides initial technical support to customers and delivers an excellent customer experience while addressing computer, server, application, and hardware issues. Assesses issues, responds to incidents and service requests, and resolves or escalates them using documented procedures, checklists, and issue simulation or recreation. Documents customer interactions in the tracking system and escalates complex problems to more experienced support when needed. This is a fully remote role for candidates working from the listed eligible states. The regular schedule is Saturday through Tuesday, 1:00 PM–11:30 PM. Training is Monday through Friday, 8:00 AM–4:30 PM, for approximately three weeks. The Service Desk operates 24x7x365, and advance flexibility to work other shifts, including evenings, overnights, and weekends, is required. Occasional travel may be required. Relocation and visa sponsorship or transfer are not available for this position.

Requirements

High school graduate or equivalent.
Typically one year of experience in customer service, a call center, or Service Desk support.
Strong interpersonal, customer service, and service recovery skills; 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, 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 appropriately with a diverse customer population.
Ability to use and manage a standard multiple-line telephone system.
Ability to maintain confidentiality and work as part of a team.
Ability to recognize issues that may adversely affect the business if not escalated appropriately.
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, with advance availability to work other shifts, including evenings, overnights, and weekends.

Responsibilities

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