Always provides exceptional customer service
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

1 year of experience in customer service, call center, or Service Desk support
Strong interpersonal, customer service and service recovery skills
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 maintain confidentiality and work as a team
Ability to determine issues that may have an adverse business impact if not properly escalated.

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

IT Service Desk Analyst

Key skills