Note: The job is a remote job and is open to candidates in USA. Advocate Health is the third-largest nonprofit, integrated health system in the United States, focused on clinical innovation and value-based care. They are seeking a HIT Service Desk Analyst I to provide exceptional customer service, troubleshoot issues related to software and hardware, and ensure effective communication with customers while maintaining service desk performance standards.
Responsibilities
- 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
Skills
- High School Graduate or equivalent
- 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
- Ability 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
- Must be able to sit for extended periods of time
- 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
- Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required
Benefits
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
Company Overview
Advocate Aurora Health is a Healthcare It was founded in 2018, and is headquartered in Milwaukee, Wisconsin, USA, with a workforce of 10001+ employees. Its website is https://www.advocateaurorahealth.org/.
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