Service Desk Analyst 1

About the role

The Service Desk Analyst 1 position will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountability and responsibilities. This position will have a primary focus on providing Level 0 and Level 1 technical support to Netrio’s healthcare clients and their users. This role is accountable for creating, updating, and resolving technical service requests with speed and precision. This role is on the front line for Reactive client requests, handling a high level of accuracy and customer satisfaction.

Reactive ticket work focuses on triaging support calls/emails/alerts, resolving Level 0 and Level 1 issues, and collaborating with other members of Netrio’s technical team when appropriate. Proactive ticket work focuses on performing routine maintenance/monitoring tasks, service support tasks, and tasks as directed.

What you'll do

·      Provide technical support to healthcare clients and users, recognizing the unique operational, security, and availability requirements of healthcare environments.

·      Support healthcare applications, workstations, devices, and related technology.

·      Efficiently triage and resolve service requests while minimizing errors and ensuring customer satisfaction.

·      Collaborate with peers and technical staff to ensure first-call completion and facilitate the transition of work to the appropriate team when additional support is required.

·      Consistently meet remote support response standards while maintaining a high level of accuracy, professionalism, and urgency when supporting healthcare and clinical teams.

·      Follow documented procedures and identify gaps in documentation, requesting new documentation to bridge any gaps.

·      Create service requests when monitoring reveals the need for technical intervention or correction, and triage based on severity.

·      Deploy and maintain managed service offerings for client networks.

·      Proactively maintain client networks remotely, in accordance with documented standards.

KEY COMPETENCIES

Customer Focus

· Provide clear communication and resolution regarding service requests to ensure customer satisfaction.

Collaboration

· Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.

Continuous Improvement

· Identify gaps in documentation and processes to enhance efficiency and service delivery.

Attention to Detail

· Accurately manage and document service requests, ensuring proper tracking and resolution.

Time Management

· Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.

Qualifications

Required:

·      Recently completed an IT training program and/or actively pursuing a 2 or 4-year degree in an IT-related field.

·      Ability to triage technical support calls in a call center environment.

·      Strong customer service skills with the ability to communicate technical information clearly to non-technical customers.

·      Ability to work quickly and accurately with strong attention to detail.

·      Ability to follow written procedures and document work thoroughly.

Preferred:

·      Experience supporting healthcare applications, EMR/EHR systems, or clinical technology environments.

·      Experience providing technical support to clinical or healthcare users.

·      Experience in technical support or service request management in a remote support environment.

·      Familiarity with client network management and monitoring tools.

WORK ENVIRONMENT + BENEFITS

Netrio offers a hybrid work environment, prioritizing work-life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including:

·      Competitive salary and bonus structure.

·      Comprehensive benefits package

·      Wellness programs and professional development opportunities.