Senior Service Desk Analyst

Job Summary

Delivering Level 1 support to end users in a healthcare environment, the full-time remote Senior Service Desk Analyst will handle complex technical issues, mentor junior agents, and drive quality through call and ticket reviews.

Key responsibilities

• Provide Level 1 technical support via various channels, resolving issues and performing diagnostics
• Mentor and coach Service Desk Agents on troubleshooting and customer service skills while conducting quality reviews
• Monitor service delivery metrics and assist in identifying trends to improve overall performance and user experience

Required qualifications

• 3-5 years of experience in a Service Desk or technical support role, preferably in a healthcare environment
• Hands-on experience with the Epic platform and Active Directory administration
• Proficient in Microsoft desktop operating systems and desktop/laptop hardware support
• Experience with ITSM platforms, with ServiceNow experience strongly preferred
• High School diploma or GED required; degree in Information Systems or Computer Science preferred