Service Desk Analyst I - Remote

Overview

The IT Service Desk Analyst I‘s primary function is to provide first level customer support to Nuvance Health users, including medical and administrative staff in multiple locations. The role involves answering incoming calls, creating service incidents in ITSM, and tracking those incidents to minimize the impact of IT issues.

In Short

• Manage the Service Desk queue efficiently.
• Answer incoming calls for assistance and resolve issues.
• Complete or escalate all assigned workload by end of shift.
• Maintain customer awareness and communicate with team members.
• Accurately enter calls into the ITSM ticketing system.
• Escalate issues to appropriate resources when unresolved.
• Work closely with team members to share information.
• Update/Create Knowledge Base articles monthly.
• Keep updated on new applications and troubleshoot problems.
• Fulfill compliance responsibilities related to the position.

Requirements

• High school diploma or equivalent.
• Formal classes in computer science or Customer Service preferred.
• ITIL or ITSM education preferred.
• 6+ months’ experience in a customer service position.
• Excellent interpersonal and communication skills.
• Ability to provide technical support over the phone.
• Well-developed problem-solving skills.
• Ability to multitask and prioritize tasks.
• Working knowledge of Windows 10/7 and Microsoft applications.
• CompTIA A+ Certification or higher preferred.

Benefits

• Training provided for 5 days a week.
• 50% of work time is remote post-training.
• Supportive work environment with team collaboration.
• Opportunities for skill development.
• Engagement with various IT applications and technologies.