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Service Desk Analyst I (1St Shift)

Company

Nordic
Address ,
Employment type FULL_TIME
Salary
Expires 2023-10-06
Posted at 8 months ago
Job Description
Make a difference. Be happy. Grow your career.
Job Summary:
Provides front line support to end users on a variety of issues with a strong commitment to customer focus. Identifies, researches, and resolves technical problems including the ability to document in detail all reported issues to resolution. Responds to telephone calls, email and electronic requests for technical support. Tracks and monitors the problem to insure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Analyze and solve problems across a broad range of applications in a multi-site enterprise. Works under general supervision. Primary job functions require exercising of independent good judgment and initiative. Typically reports to a lead or manager.
Job Responsibilities:
  • Perform Customer Support Operator functions as requested by management.
  • Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead.
  • Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
  • Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.
  • Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
  • Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff.
  • Proficient with Microsoft Office Suite, email, intranet, internet and other systems
  • Provide status feedback and/or appropriate forms to customer as required.
  • Provides Level I Support Desk coverage.
  • Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
  • Maintain professional demeanor and telephone etiquette in dealing with internal and external customers.
  • Maintain a positive attitude in a service-oriented environment.
  • Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate manner
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Minimum Qualifications
  • Comprehend and follow written and oral instructions.
  • Requires analytical and critical thinking ability to diagnose hardware and software problems and determine resolutions using standard methods and procedures.
  • 1-3 Years IT Related field
  • General Knowledge of Hospital based applications and systems.
  • Requires advanced reading, writing and oral communication skills
  • Demonstrated project and time management skills and an ability to work effectively over the phone and in a team environment.
  • Strong background with personal computers and related applications, P.C. architecture, network topology, database principles, logical problem analysis skills
  • Related peripheral knowledge acquired through Technical training and/or professional Helpdesk or call center experience.
  • Undergraduate Degree in Computer Science and/or 1 Year of related work experience (required)
Schedule: 1st shift
Work Type: Fully remote