What are the responsibilities and job description for the Service Desk Analyst position at Anchor Point Technology Resources?
A large local healthcare company is hiring for their phone based support team. Hybrid role with one day onsite a week.
Job Responsibilities:
- Provide a fantastic customer service experience for every client who calls the Service Center for assistance
- Codeswitch customer/user jargon and industry terms understood by application analysts
- Respond to requests and effectively coordinate the execution of the Incident/Change/Problem processes
- Capture and document all details of an issue in the Service Management Portal
- Maintain technical expertise in the following areas:
- Microsoft Operating System technical navigation and support
- Microsoft Productivity Software (Office 365, Teams) technical navigation and support
- Network device troubleshooting (modem/router/laptop wireless NIC)
- Electronic Medical Record (EMR) technical navigation and support
- Other workplace services technologies as directed
- Interface with the other team members to provide additional information to assist in the resolution of cases as fast as possible
- Assist in scheduled environmental integrity checks within our Data Center, responding to alerts, and providing low-impact onsite assistance if directed.
Background:
- 2-5 years of Face-to-face Customer Service experience, including retail
- Excellent verbal and written communication skills
- Experience in HR CSR role helpful but not required
- Familiarity with a wide variety of technologies
- Web-based applications and deployments (Citrix, PeopleSoft, Sharepoint)
- Electronic Medical Record documentation and ordering support (Epic)
- Workstation break/fix (PC and peripherals, mobile phone, patient vitals monitoring, printer)
- Education Requirements:
- Bachelor’s degree in communications, public relations, or technology, or equivalent experience in a Customer Service environment
- Technical certifications are preferred but not required
- 40 WPM
