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Service Desk Analyst
Ovation HealthcareCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and troubleshooting, with a strong understanding of IT products and services. Capable of maintaining effective communication and relationships while adhering to ITIL and ITSM concepts.
Highest-signal resume keywords
Technical SupportTCP/IP KnowledgeMS Active DirectoryITIL ImplementationInterpersonal Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk customers through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events, problems, and resolutions in logs
- Follow up and update customer status and information
- Pass customer feedback and suggestions to the appropriate internal team
- Maintain skills through related training and research
- Identify and suggest improvements to procedures
- Perform evening and weekend off-hour activities as required
- Communicate clearly with service recipients, family members, guests, and healthcare team members
- Develop and maintain constructive working relationships
- Encourage mutual trust, respect, and cooperation among team members
- Perform other IT support or IT administrative tasks as needed
Requirements
What you’ll need- Associate degree in Information Technology or equivalent work experience
- Knowledge of TCP/IP, DNS, WINS, and DHCP
- Knowledge of MS Active Directory
- Knowledge of network cabling standards and network room build outs
- Working knowledge of office automation products, databases, and remote access applications
- Good understanding of computer systems, mobile devices, and other tech products
- Experience in implementation and/or use of ITIL and ITSM concepts
- Exceptional judgment, thinking skills, and interpersonal skills
- Ability to escalate and involve other resources as required to deliver/support SLAs and business requirements
- Ability to create and maintain systems to leverage knowledge and available information
- Ability to train, explain, and impart knowledge to others
- Ability to work professionally with sensitive, proprietary data and information while maintaining confidentiality
- Ability to work within established policies, procedures, and practices
- English sufficient to provide and receive instructions/directions
- Reliable high-speed internet connection and stable Wi-Fi with sufficient bandwidth
- HIPAA-compliant work environment and secure workspace
- Ability to sit for extended periods at a desk and work on a computer
Benefits
Comp & perks- Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage
- HSA with employer contributions
- Flexible spending accounts for health care and dependent care accounts
- Wellness platform with premium incentives
- Employee assistance support
- Voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance
- Robust and flexible paid time off offerings
- Company paid holidays
- 401(k) plan with discretionary employer match opportunities
- Professional development opportunities
- Company issued equipment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingRemote Access ApplicationsNetwork Cabling StandardsComputer Systems KnowledgeOffice Automation ProductsDNS KnowledgeWINS KnowledgeDHCP KnowledgeITSM ConceptsConfidentiality Maintenance
Soft Skills
Exceptional JudgmentThinking SkillsCommunication SkillsRelationship BuildingTraining and Explaining
Tools & Technologies
IT ProductsDiagnostic TechniquesKnowledge Management SystemsSecure WorkspaceHigh-Speed Internet
Certifications & Qualifications
Associate Degree in Information Technology
Industry Keywords
HIPAA ComplianceSLA ManagementCustomer FeedbackProblem-Solving ProcessIT Administrative Tasks