Service Desk Analyst II

**POSITION SUMMARY:** The Service Desk Analyst II is responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. In addition, this role will be responsible for technical support to patients, physicians, and hospital staff for related hospital applications through a variety of support channels. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. **ESSENTIAL FUNCTIONS:** To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation. • Take phone calls as directed/needed for client SLA's • Interact with customers to provide and process information in response to inquiries, concerns, and requests • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms • Deliver service and support to end-users, including via remote connection or over the Internet • Research required information using available resources • Follow standard processes and procedures • Accurately process and record call transactions using a computer and designated tracking software • Organize ideas and communicate oral messages appropriate to listeners and situations • Follow up and make scheduled call backs to customers where necessary • Stay current with system information, changes and updates • Identifies troubleshooting techniques/steps; Document all case information and updates as information becomes available via Healthy IT ticketing system • Follows proper escalation procedures as defined by management • Ensure customers receive prompt, accurate and courteous service • Other duties as assigned **KNOWLEDGE, SKILLS, AND ABILITIES** The requirements listed below are representative of the knowledge, skills and/or abilities required. Education: • High School Diploma, GED, or equivalent required; completion of two-year community college/vocational/technical school in a relevant field preferred Experience: • Customer service support experience in a call center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience Certifications & Licenses: • Current valid State Drivers’ License Skills and Abilities: • Proper phone etiquette and effective listening skills • Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar • Knowledge of customer service principles and practices • Medical/clinical terminology is preferred, but not required • Must be able to sit for long periods of time • Position requires use of headset/microphone • Experience supporting software computer applications and equipment from a helpdesk environment • Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system • Experience with mobile device support (iPhone, Android, Windows Mobile) • Must be a team player and build good working relationships across all functions • Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus • Need to be flexible, adaptable, and possess creative problem-solving skills