Service Desk Analyst Tier 1

Company: UnityBPO
Location: Albuquerque
Posted on: January 16, 2022

Job Description:

SERVICE DESK ANALYST I POSITION SUMMARY Our 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 customers. You could be supporting Doctors, Nurses, Administrative Staff or patients with their technology and application needs. WHO WE ARE UnityBPO 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. Roles, Responsibilities and Expectations Assist 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 escalate 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 Preferences High School diploma or G.E.D. equivalent/and or experience. Previous experience in a Customer Service Environment Working knowledge of PC operations and ability to navigate between different desktop applications Excellent verbal and written communication skills. Able to multi-task using multiple systems simultaneously Ability 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-time Ability to adapt to an ever-changing environment Experience with the Following Strongly Desired CompTIA A+ Certification a plus --- Knowledge of medical-based terms and phrases Electronic Health Record - EHR experience - working within the EHR a plus Employment Type: Full Time Years Experience: 1 - 3 years Bonus/Commission: No

Keywords: UnityBPO, Albuquerque , Service Desk Analyst Tier 1, Professions , Albuquerque, New Mexico