HIT Service Desk Analyst I

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Advocate Aurora Health

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Healthcare Insurance

Advocate Aurora Health is a leading healthcare organization that operates across various regions including Central Chicagoland, Central Wisconsin, Greater Milwaukee, and more. With a diverse range of career areas such as advanced practice clinicians, behavioral health, nursing, and more, Advocate Aurora Health is committed to helping people live well. The organization offers numerous benefits and opportunities for career advancement, fostering an environment where individuals can thrive and innovate in the healthcare sector. Advocate Aurora Health prioritizes the safety of its candidates and maintains a robust recruitment process to protect sensitive information.

10,000+ employees

⚕️ Healthcare Insurance

💰 $10.2M Grant on 2019-08

📋 Description

• 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 • 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.

🎯 Requirements

• 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 • 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.

🏖️ 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