Senior IT Help Desk Analyst

Responsibilities:
 

• Respond to all incoming contacts (phone/email/online).
•  Document incident/request specifics in the Incident Management System. 
• Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.
•  Expected resolution rate is outlined in section 6.4 Service Level Objectives. Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or ITG support team. 
• Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Tactical Response Unit team. Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge. 
• Participate in continuous process improvement activities, making recommendations whenever possible. 
• Participate in project work Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies. 
• Maintain complete confidentiality of company related business.
•  Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested. 
• Technical certification/diploma with 1 years experience in a technical call center, customer service team or service desk OR 3 years experience in a technical call center, customer service team or service desk.
•  Verbal, written, interpersonal, team-building, organizational and customer service skills.
•  Troubleshooting and problem solving skills.
•  Support 24/7 hours of operation. 
• Proficiency in typing

Qualifications:

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: No Degree Required

Skills:

• Help Desk Support
• MS Office
• Ticketing
• Windows (1 year of experience is required)