[Remote] Help Desk / Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Medasource is seeking a Help Desk / Service Desk Analyst to provide frontline support for information systems customer incidents, requests, and problems. The role analyzes and resolves issues or escalates them to other teams or vendors, while delivering customer service and documenting support in ServiceNow.

Responsibilities

• Responds quickly and provides an exceptional level of service to all incoming customer inquiries
• Carefully and effectively analyzes each incident, request, and problem. When possible, provides immediate resolution; otherwise, uses preliminary analysis and critical thinking to escalate the issue appropriately
• Gathers the information necessary to resolve customer incidents, requests, and problems
• Uses the ServiceNow ITSM tool to document customer interactions and the troubleshooting and resolution steps taken for each issue
• Writes Knowledge Base articles as solutions are identified
• Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues
• Provides support to new team members
• Assists with Problem Management tasks, including communication and follow-up, during active problems
• Adheres to IT business practices and is available for 24/7 support as needed

Skills

• Two years of technical support experience and two years of customer service experience
• Fundamental understanding of computer hardware and software principles and support
• Strong customer service approach and the ability to effectively multitask
• Excellent written and verbal communication skills, along with the ability to interact professionally with all levels of staff and management
• High school diploma
• Technical certificate or associate degree in IT may be accepted in lieu of technical experience
• ServiceNow experience preferred
• ServiceNow training or experience preferred
• Customer service training preferred

Company Overview