Helpdesk Analyst
Job Description
Responsibilities:
- Service Desk Agent is responsible for supporting the end-user community at the Keck Medicine of USC hospitals and clinic locations.
- Support inbound customer service, help desk, and technical support.
- In this role, the job seeker will handle inbound calls, and troubleshoot basic technical issues.
- Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.
- High School Diploma
- Associate’s Degree in a related field is preferred.
- We ask that you emphasize to your team that this position is entirely performed over the phone and clear communication is absolutely key!!!
- Longevity in work history in recent years
Responsibilities and required skills
Required Skills:
- Must-Have 1 - 2 Years' experience in a Call Center Environment in an IT HELP DESK
- Documentation experience of all inbound calls tickets are tracked in Service Now
- Must demonstrate excellent customer service and written & verbal communication skills. triage, track & monitor ticket progress per required SLA & follow escalation procedures.
- Must demonstrate the ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.
- Must be able to work both independently and cooperatively in a team setting as needed and follow up toward the successful completion of assigned tasks
