Service Desk Analyst

October 11

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VetsEZ

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Heathcare IT • Health Data Interoperability • Service Oriented Architecture • Artificial Intelligence • Data Analytics

201 - 500

Description

• Support the Department of Veterans Affairs as a remote Medallia Service Desk Analyst • Answer and route calls for information and assistance • Facilitate the end-to-end End User request lifecycle per defined SLAs • Ensure that ticket documentation is up to date and consistent • Escalate identified system issues or outages to appropriate parties • Prepare weekly and monthly Help Desk trend reports to support VA decision making • Maintain up-to-date knowledge of VA policies and procedures

Requirements

• Minimum of a Bachelor’s degree in Computer Science, Information Technology, or a related field • 3+ years customer service or contact center experience preferred • Must have experience using Medallia • Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution • Strong typing and writing abilities • Excellent listening and human relations skills • Ability to respond appropriately to changing situations in a team environment • Experience with Customer Relationship Management (CRM) system • Must be able to read and speak English clearly, professionally, and fluently • Must be flexible working hours in between 2pm - 10pm ET

Benefits

• Medical/Dental/Vision • 401k with Employer Match • PTO + Federal Holidays • Corporate Laptop • Training opportunities