Job Directory Byram Healthcare Service Desk Analyst

Byram Healthcare Service Desk Analyst
Bothell, WA

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About

Job Description

Job Description

POSITION SUMMARY

Answers incoming calls from internal customers and resolves technical issues, while ensuring a high level of customer service and maximizing productivity

ESSENTIAL JOB FUNCTIONS:

1. Answers and resolves inbound incidents at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates five days a week.

2. Proficiently manages the resolution of inbound incidents; balancing the need for customer service and issue resolution.

3. Effectively translates moderately-complex, technical concepts into easy to understand language to assist non-technically oriented customers.

4. Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a Windows 7/Office 2010 environment, offering a variety of Level One solutions over the phone; uses remote control tools to assist customers when needed.

5. Records all interactions with customers in an incident management tracking tool.

SUPPLEMENTAL JOB FUNCTIONS:

* Performs additional duties as directed.



Qualifications

EDUCATION & EXPERIENCE REQUIRED:

* Associates Degree required; Bachelor's Degree preferred


* Three or more years of IT related experience


* Experience with a networked computer environment


* Experience working with a knowledge base or knowledge tool


* Or any combination of experience and education to meet the above requirements



KNOWLEDGE SKILLS & ABILITIES:

* Ability to work under moderate supervision


* Conducts tasks and assignments as directed


* Contributes to team objectives and outcomes as guided


* Moderate business skills with a high level of proficiency


* Consults with senior peers on general projects


* Working knowledge of Active Directory


* Experience working with a knowledge base or knowledge tool



ADDITIONAL REQUIREMENTS:

* Little or no travel required (less than 10%)


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