Senior Service Desk Analyst
Virtual Vocations Inc
Delivering Level 1 support to end users in a healthcare environment, the full-time remote Senior Service Desk Analyst will handle complex technical issues, mentor junior agents, and drive quality through call and ticket reviews. Key responsibilities Provide Level 1 technical support via various channels, resolving issues and performing diagnostics Mentor and coach Service Desk Agents on troubleshooting and customer service skills while conducting quality reviews Monitor service delivery metrics and assist in identifying trends to improve overall performance and user experience Required qualifications 3-5 years of experience in a Service Desk or technical support role, preferably in a healthcare environment Hands-on experience with the Epic platform and Active Directory administration Proficient in Microsoft desktop operating systems and desktop/laptop hardware support Experience with ITSM platforms, with ServiceNow experience strongly preferred High School diploma or GED required; degree in Information Systems or Computer Science preferred
Vacancy posted 4 days ago
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