[Hiring] Technical Service Desk Analyst @Unity

Role Description

Our Service Desk Analyst are the first line of resolution for our clients. Whether it be communication via phone, email or chat, our Analysts provide timely support to both our internal and external customers.

• Assist multiple clients across different ticketing systems.
• Quickly and efficiently identify the customer’s specific information.
• Resolve technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures (Microsoft Office, Win7, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.).
• Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.
• Using the client-based requirements within the ITIL framework, correctly assign Urgency and Impact to tickets.
• Provide End-User Electronic Health Record (EHR) usability assistance to clinicians including, but not limited to doctors, nurses, and therapists.
• Create an exceptional customer service experience by bringing your polished communications, patience, and empathy for the customer calling.
• Capacity to work independently and effectively while maintaining good team interactions.
• Partner with team members to ensure that the phones are covered during breaks, lunch, etc.
• Flexibility in scheduling to meet the needs of the business.

Qualifications

• High School diploma or G.E.D. equivalent/and or experience.
• Previous experience in a Customer Service Environment.
• Working knowledge of PC operations.
• Excellent verbal and written communication skills.
• Able to multi-task using multiple systems simultaneously.
• Ability to excel at problem solving – if you like logic puzzles, this is the job for you!
• Will need to receive feedback and apply it in real-time.
• Ability to adapt to an ever-changing environment.

Requirements

• CompTIA A+ Certification preferred.
• Knowledge of medical-based terms and phrases.
• Electronic Health Record – EHR experience – working within the EHR a plus.

Benefits

• Part Time Employees can work between 20-29 hours per week.
• It is possible the needs of the business may require certain days of the week, or specific time frames within each day.
• The hiring team will discuss the current hours of the applicants’ availability during the interview process.