IT Service Desk Analyst I

• Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values.
• 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., * Must be able to perform fine hand manipulation when using a keyboard.
• Position may require occasional travel which may result in exposure to road and weather hazards.
• Ability to independently work in a remote work environment free from distractions. Potentially exposed to a normal office environment.
• Operates all equipment necessary to perform the job.
• The Service Desk supports the organization 24x7x365. Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

High School Graduate or equivalent. *

Experience Required:

• 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.
• 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. *