What are the responsibilities and job description for the Service Desk Analyst I (FT, 100%)-Variable position at Adena Health?
The Service Desk Analyst I will provide first line support for patients and caregivers by directing calls to various locations. This role follows standard processes and documents calls related to answering service calls. This role assists in troubleshooting and resolves technical issues relating to hardware, software, network, or general computer usage. This role is responsible for fielding calls from caregivers, logging and updating incidents to be sent to other teams. This role is responsible for creating and following through to ensure resolution and closure of end-user account unlocks and password resets.
Job duties:
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows. Able to build rapport with a variety of personality types and users at all levels. Requires previous use of multi phone line system and computer applications. Above average Customer Service skills, as well as above average communications skills in verbal, written and electronic format. Basic Knowledge of IT hardware, software and mobile devices are necessary. Ability to multi-task and maintain an organized work area is essential. Must remain focused while dealing with fast paced, stressful situations. Must be able to work a variety of rotating shifts within a 1 week timeframe. It is a requirement to be available for both weekend and holiday shifts.
Preferred experience:1-2 years related Customer Service, Help Desk or Service Desk experience in an IT setting. Experience working with a knowledge base or knowledge tool
Preferred degree- Bachelor's
