SUMMARY

The Service Desk Analyst II (Technical) is primarily responsible for supporting customers in the form of providing timely and enthusiastic support from our 24/7 call center environment. 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. This position will report under the Operations Manager in the Managed Services Division.

ESSENTIAL RESPONSIBILITIES

• Interact with customers to provide and process information in response to inquiries, concerns, and requests.
• Identify, research and resolve technical problems
• Answer and handle calls from end users
• Document, track and monitor problems to ensure timely resolution
• Provide daily Tier 1 support to end users on a variety of hardware and application issues, escalating to support teams as necessary
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
• Research required information using available resources.
• Accurately process and record call transactions using a computer and designated tracking software
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Identify troubleshooting techniques/step and document all case information and updates as information becomes available via the client's ticketing system or designated company system.
• Follow proper escalation procedures as defined by management.
• Ensure customers receive prompt, accurate and courteous service.

KNOWLEDGE, SKILLS, EXPERIENCE

• 1 year call center experience
• Prior experience supporting a hospital, health system or care network is required
• Prior experience supporting Cerner Millennium is highly desired
• Must have strong customer service skills and the ability to troubleshoot and solve problems
• Requires excellent written and oral communication skills
• Proper phone etiquette and effective listening skills.
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
• Medical/clinical terminology is preferred, but not required.
• Familiarity with mobile device support (iPhone, Android, Windows Mobile)