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Service Desk Analyst

Company: Anchor Point Technology Resources
Location: Indianapolis
Posted on: September 16, 2020

Job Description:

Job Description: The Service Desk Analyst is the single point of contact when assisting customers with allmanner of incident reports and inquiries in an ever-growing spectrum of intake. This position is required to perform all Service Desk functions including, but not limited to, answering calls, creating service tickets, assisting callers with issues, documenting those issues, documenting issue resolutions (when possible), or re-routing calls and help tickets as applicable.Currently, this position will field internal customer Human Resources FAQ and intake, patientinformation portal calls, technical (IT) and EMR calls, and physical facilities intake. The client uses ServiceNow for all knowledge, routing, and troubleshooting documentation.Job Responsibilities:--- Provide a fantastic customer service experience for every client who calls the Service Center forassistance--- Analyze customer/user jargon into industry terms understood by an application analyst team--- Respond to requests and effectively coordinate the execution of the Incident/Change/Problemprocesses--- Capture and document all details of an issue in the Service Management Portal--- Maintain technical expertise in the following areas:o Microsoft Operating System technical navigation and supporto Microsoft Productivity Software (Office 365, Teams) technical navigation and supporto Network device troubleshooting (modem/router/laptop wireless NIC)o Electronic Medical Record (EMR) technical navigation and supporto Other workplace services technologies as directed--- Interface with the other team members to provide additional information to assist in theresolution 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:--- Customer facing experience--- Excellent verbal and written communication skills--- Experience in HR CSR role preferred but not required--- Familiarity with a wide variety of technologieso Web-based applications and deployments (Citrix, PeopleSoft)o Electronic Medical Record documentation and ordering supporto 2-5 years of experience providing exceptional service support to end-usersEducation Requirements:--- Bachelor's degree in communications, public relations, or technology, or equivalent experiencein a Customer Service environment--- Technical certifications are preferred but not requiredKey capabilities:--- Interfaces effectively and efficiently with clients, staff, and partners. Requires both oral andtyped communication capabilities--- Maintains a sense of urgency to address customer requests or concerns quickly and with agenuine smile, even if working over the phone--- Possesses strong ability to learn and apply new methodologies in an ever-changing environment--- Follows a process-oriented approach to projects and tasks; completes tasks in a consistent,reliable, repeatable manner for proven results--- Demonstrates the ability to operate effectively on their own in addition to maintaining lines ofcommunication with teammates to achieve collective goals--- Coordinates solutions utilizing resources at their disposal (knowledgebase, routing guides)--- Learns independently but works as a team member--- Desires to be helpful even when our customer is under pressure

Keywords: Anchor Point Technology Resources, Indianapolis , Service Desk Analyst, Professions , Indianapolis, Indiana

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