Job Title: Service Desk Analyst
Posted by: Cognosante on Nov 18, 2019
Location:
Nashville , TNJob Description:
Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!
Job Description
Cognosante is looking for two Full Time Service Desk Analysts to work on the Service Desk, which is the first line of support for our customers. Based out of our Nashville TN office, the ideal candidate possesses outstanding customer service, technical aptitude, and a desire to "own" customer incidents and requests to resolution. The Candidate should be able to read, write and speak both English and Spanish. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving over the phone, chat, and remote support. The candidate should have experience supporting Office 365, Active Directory, cloud services, remote access. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Service Desk analyst is responsible for the following: To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system.
Key Responsibilities
Provide remote technical support via phone, chat or through the Incident Management SystemTriage and work incoming Service Desk calls, chats, ticketsOwn customer incidents and requests to resolutionSupport Microsoft, Apple, business and third-party applicationsSupport Microsoft, business and third-party applicationsParticipate in on call after-hours and weekend support as neededAssist with triaging incoming Service Desk calls, chats, tickets as neededReview open tickets daily and promptly following up on ticketsEnsure that initial response, ongoing communication and resolution times are within SLAsSupport Windows operating systems of various versions including Windows 8 and 10Manage and support Office 365Experience with IT Service Management ticketing systemsCreate documentation for the Support Service Help Center, both internal and external facingMaintain accurate and up to date notes in all ticketsReview open tickets daily, promptly following upEnsure that initial response, ongoing communication and resolution times are within SLAsInstall, maintain and support IT gearCoordinate and support all desktop add/moves in the contact centerSupport of Contact Center TechnologyPeriodically review support tickets and escalations to identify trends and candidate issues for new solutions
Required Qualifications
Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree)1-2 years Help Desk or IT experienceSolid technical and troubleshooting skills6 months working knowledge of Active DirectoryGeneral knowledge/understanding of computer hardware, servers, basic networkingCandidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projectsCandidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling toolsCandidate must have experience in being able to gather and convert data into a written narrative
Additional Minimum Qualifications
Excellent written and communication skillsExceptional customer service skillsExperience creating support documentationOutstanding customer service skills
Preferred Qualifications
HDI or ITIL certificationAbility to read, write and speak SpanishExperience with ITSM systems like ServiceNow or SamanageExperience with Microsoft Dynamics CRM
Job Description
Cognosante is looking for two Full Time Service Desk Analysts to work on the Service Desk, which is the first line of support for our customers. Based out of our Nashville TN office, the ideal candidate possesses outstanding customer service, technical aptitude, and a desire to "own" customer incidents and requests to resolution. The Candidate should be able to read, write and speak both English and Spanish. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving over the phone, chat, and remote support. The candidate should have experience supporting Office 365, Active Directory, cloud services, remote access. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Service Desk analyst is responsible for the following: To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system.
Key Responsibilities
Provide remote technical support via phone, chat or through the Incident Management SystemTriage and work incoming Service Desk calls, chats, ticketsOwn customer incidents and requests to resolutionSupport Microsoft, Apple, business and third-party applicationsSupport Microsoft, business and third-party applicationsParticipate in on call after-hours and weekend support as neededAssist with triaging incoming Service Desk calls, chats, tickets as neededReview open tickets daily and promptly following up on ticketsEnsure that initial response, ongoing communication and resolution times are within SLAsSupport Windows operating systems of various versions including Windows 8 and 10Manage and support Office 365Experience with IT Service Management ticketing systemsCreate documentation for the Support Service Help Center, both internal and external facingMaintain accurate and up to date notes in all ticketsReview open tickets daily, promptly following upEnsure that initial response, ongoing communication and resolution times are within SLAsInstall, maintain and support IT gearCoordinate and support all desktop add/moves in the contact centerSupport of Contact Center TechnologyPeriodically review support tickets and escalations to identify trends and candidate issues for new solutions
Required Qualifications
Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree)1-2 years Help Desk or IT experienceSolid technical and troubleshooting skills6 months working knowledge of Active DirectoryGeneral knowledge/understanding of computer hardware, servers, basic networkingCandidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projectsCandidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling toolsCandidate must have experience in being able to gather and convert data into a written narrative
Additional Minimum Qualifications
Excellent written and communication skillsExceptional customer service skillsExperience creating support documentationOutstanding customer service skills
Preferred Qualifications
HDI or ITIL certificationAbility to read, write and speak SpanishExperience with ITSM systems like ServiceNow or SamanageExperience with Microsoft Dynamics CRM
Pay Rate:
Unspecified
HR. Website URL:
https://cognosante.wd1.myworkdayjobs.com/en-US/Cognosantecareers
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About Cognosante
Cognosante is a leading provider of health IT technology solutions, business process outsourcing services, and consulting. We provide our clients with meaningful insights, increased performance, and greater integration across programs, systems, and populations. With deep expertise in areas including health insurance marketplaces, health data standards, and Medicaid enterprise systems, we apply an innovative, integrated approach to navigating the challenges of healthcare reform. Our experts solve the most complex problems with creativity, flexibility, and efficiency. Our success is driven by our obsession with positive results: we simply do not let problems stand in our way. As a result, our relationships with clients and partners endure.
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