Clinical Service Desk Analyst

Job Description

• Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat
• Document incident and service requests in Client’s ticket management system, ServiceNow
• Provide initial triage and ticket routing to onshore service desk resources.
• Provide End Users with customer service including telephone manners, writing skills, articulation
• Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk.
• Facilitate escalations to leadership as needed
• Provide first call resolution for scripted issues
• Provide and maintain reporting for all L1 Epic Service Desk tickets and MyChart
• Search historical service requests and incident resolutions, with associated scripts and que...