Service Desk Analyst
About The Position
Answers Service Desk phones in a timely, efficient, and professional manner. · Practices clear, correct verbal, and written communication skills with customers. · Assists associate agents needing help handling a customer contact. · Seeks assistance and escalates to Service Desk Analyst when necessary. · Escalates and transfers unresolved tickets to L2 support teams . · Keeps leads and management informed of important issues and follow proper escalation procedures. · Creates and updates knowledge base articles. · Keeps leads and management informed of important issues affecting support and follow proper escalation procedures. · Ensures compliance with agreed upon SLAs (Service Level Agreements), quality metrics, and performance metrics. · Reviews and analyzes and documents each service and incident with detailed information . · Identifies and determines the impact and urgency of each interaction to determine priority. · Creates and maintains interdepartmental relationships.
Requirements
- Help desk support
- Servicenow
- Troubleshooting
- Customer service
- Help desk
- Support
- Service desk
- The ticketing system they use will be servicenow and they need to have a good background with customer service because they will be assisting end users over the phone all day.
- Maintains knowledge on current industry trends.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards
- Maintains compliance with all Orlando Health policies and procedures
Responsibilities
- Answers Service Desk phones in a timely, efficient, and professional manner.
- Practices clear, correct verbal, and written communication skills with customers.
- Assists associate agents needing help handling a customer contact.
- Seeks assistance and escalates to Service Desk Analyst when necessary.
- Escalates and transfers unresolved tickets to L2 support teams
- Keeps leads and management informed of important issues and follow proper escalation procedures.
- Creates and updates knowledge base articles.
- Keeps leads and management informed of important issues affecting support and follow proper escalation procedures.
- Ensures compliance with agreed upon SLAs (Service Level Agreements), quality metrics, and performance metrics.
- Reviews and analyzes and documents each service and incident with detailed information
- Identifies and determines the impact and urgency of each interaction to determine priority.
- Creates and maintains interdepartmental relationships.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
