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Service Desk Analyst

Service Desk Analyst

Anchor Point Technology ResourcesIndianapolis, IN, United States
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Job Responsibilities :

  • Provide a fantastic customer service experience for every client who calls the Service Center for assistance
  • Refresh Experience
  • Codeswitch customer / user jargon and industry terms understood by application analysts
  • Respond to requests and effectively coordinate the execution of the Incident / Change / Problem processes
  • Capture and document all details of an issue in the Service Management Portal
  • Maintain technical expertise in the following areas :
  • Microsoft Operating System technical navigation and support
  • Microsoft Productivity Software (Office 365, Teams) technical navigation and support
  • Network device troubleshooting (modem / router / laptop wireless NIC)
  • Electronic Medical Record (EMR) technical navigation and support
  • Other workplace services technologies as directed
  • Interface with the other team members to provide additional information to assist in the resolution of cases as fast as possible
  • Assist in scheduled environmental integrity checks within our Data Center, responding to alerts, and providing low-impact onsite assistance if directed.

Background :

  • 2-5 years of Face-to-face Customer Service experience, including retail
  • Excellent verbal and written communication skills
  • Experience in HR CSR role helpful but not required
  • Familiarity with a wide variety of technologies
  • Web-based applications and deployments (Citrix, PeopleSoft, Sharepoint)
  • Electronic Medical Record documentation and ordering support (Epic)
  • Workstation break / fix (PC and peripherals, mobile phone, patient vitals monitoring, printer)

    • Education Requirements :

  • Bachelor's degree in communications, public relations, or technology, or equivalent experience in a Customer Service environment
  • Technical certifications are preferred but not required
  • 40+ WPM
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