Service Desk Analyst

Technical Service Desk Analyst - PT (Remote)FLSA Status: Non - ExemptReports to: Service Desk Manager/SupervisorHealthcare has surpassed manufacturing and retail to become the largest and most rapidly growing source of jobs in the US. Additionally, the practice of medicine has become more tech focused than ever before. At Unity BPO, we directly impact how healthcare workers do their jobs by helping them navigate this new technical landscape. If you love technology and the chance to be involved in the business of healthcare - you can be at the forefront of these changes and make a difference by joining our team.WHO WE AREUnity BPO is a premier Health IT company providing business process and technology services in two healthcare markets: acute and post-acute. We are the Lifeline for clinicians and patients across the country. Unity creates value for healthcare entities by reducing costs while dramatically improving provider and patient satisfaction with technology. Our clinical/technical services are unparalleled in the industry providing healthcare with a remote support model that drives efficiency as well as reduces turnover. We also provide a turnkey model that can optimally manage your total technology enterprise. We have an experienced, highly qualified team of hard-working people in all areas of the company. We TRANSFORM healthcare delivery by creating a better LIFE, every day.SERVICE DESK ANALYST I POSITION SUMMARYOur Service Desk Analyst are the first line of resolution for our clients. Whether it be communication via phone, email or chat, our Analysts provide timely support to both our internal and external customersRoles, Responsibilities and ExpectationsAssist multiple clients across different ticketing systems.Quickly and efficiently identify the customer's specific information.Resolve technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, Win7, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).Effectively elevate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.Using the client-based requirements within the ITIL framework, correctly assign Urgency and Impact to tickets.Provide End-User Electronic Health Record (EHR) usability assistance to clinicians including, but not limited to doctors, nurses, and therapists.Create an exceptional customer service experience by bringing your polished communications, patience, and empathy for the customer calling.Capacity to work independently and effectively while maintaining good team interactions.Partner with team members to ensure that the phones are covered during breaks, lunch, etc.Flexibility in scheduling to meet the needs of the business.Requirements and PreferencesHigh School diploma or G.E.D. equivalent/and or experience.Previous experience in a Customer Service EnvironmentWorking knowledge of PC operationsExcellent verbal and written communication skills.Able to multi-task using multiple systems simultaneouslyAbility to excel at problem solving – if you like logic puzzles, this is the job for you!Will need to receive feedback and apply it in real-timeAbility to adapt to an ever-changing environmentExperience with the Following Strongly DesiredCompTIA A+ Certification preferredKnowledge of medical-based terms and phrasesElectronic Health Record – EHR experience –working within the EHR a plusDAYS & EVENING POSITIONS AVAILABLEPart Time Employees can work between 20-29 hours per week. It is possible the needs of the business may require certain days of the week, or specific time frames within each day. However, the hiring team will discuss the current hours of the applicants' availability during the interview process.DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.J-18808-Ljbffr