[Hiring] Service Desk Analyst @Advocare LLC

Role Description

As part of the Advocare team, you’ll work side-by-side with forward-thinking professionals who strive to provide the highest quality medical care.

• Provide phone support for our on-site Care Centers and main office, including on-site as well as remote employees.
• Work Incidents and Service Requests to resolution with good notes.
• Review and utilize Knowledge Base articles.
• Remote support can include fielding calls on some weekend days & holidays while not onsite.

Qualifications

• Good customer service skills.
• Effective verbal and written communication skills.
• Demonstrates professionalism, confidentiality, and diplomacy.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Commitment to excellence and high standards.
• Detail-oriented with strong follow-up initiative.
• Versatility, flexibility, and a willingness to work within constantly changing priorities.

Requirements

• A passion to work in IT and help users with their computer challenges.
• Demonstrates good customer service skills and empathy.
• Good communication skills with users of all ages and skill levels.
• Strong desire to solve problems and make things better.
• Thinks clearly in difficult situations and knows when to escalate and ask for help.
• Capability to work in an individual and team environment.
• Follow standard ServiceDesk procedures, including following workflow and process documents.
• Strong time management and organizational skills.
• Escalate unresolved issues to appropriate subject matter expert as directed.
• Participate in On-Call rotation.
• Work in medical or retail environments a plus.
• Other duties as assigned.

Benefits

• This is a full-time position.
• Days and hours of work are Monday through Friday, with weekend and holiday on-call rotation.
• Shifts available: 7:00 a.m. to 4:00 p.m. (1 hour lunch) and 10:00 a.m. to 7:00 p.m. (1 hour lunch).

Required Education and Experience

• High School diploma, GED.
• Computer experience or related field and/or equivalent experience a plus.
• CompTIA A+ or equivalent Certification (preferred).
• Understanding of healthcare centers or medical records a plus.