Service Desk Analyst

JOB DESCRIPTION

Insight Global is looking for a Service Desk Analyst to support a large healthcare client in Indianapolis, IN. This person will be expected to field 20-40 calls per day across a wide variety. The calls will be under 3 different categories – IT troubleshooting, HR questions, and patient portal requests. The shift will be M-F between the hours of 9am – 5pm. They will get requests through a ticketing system (ServiceNow) and be expected to respond in a timely manner with a high level of customer service. Each call must be properly documented in the Service Management Portal with detail and precise grammar. Some tools and technologies that will be used are Microsoft Operating System technical navigation and support, Microsoft Productivity Software (Office 365, Teams) technical navigation and support, Network Device troubleshooting, EMR technical navigation and support, etc.

REQUIRED SKILLS AND EXPERIENCE

• 2-5 years IT Support role (service desk, help desk, etc.)
• Experience working in a call center environment
• Excellent written and verbal communication skills
• Ability to type 40 WPM

NICE TO HAVE SKILLS AND EXPERIENCE

• Healthcare background
• Experience with Citrix, SharePoint, PeopleSoft, Epic
• Windows troubleshooting experience
• ServiceNow experience