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Ciber Global: Service Desk Analyst

Company: Ciber Global
Location: Clawson
Posted on: November 22, 2021

Job Description:

: The Service Desk Analyst provides quality first level support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Consult knowledge base to optimize problem resolution, tracks calls and enters solution data and follow through on resolution with end users. Weekend shifts are required to apply. Responsibilities: Receive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps. Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group. Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction Routinely contribute to the Knowledge Base. Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers. Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed. Knowledge, Skills, and Abilities (KSAs): Knowledge of Citrix and VPN. Basic typing skills. Strong listening, verbal, and written communication skills. A strong sense of urgency and the ability to multi-task effectively with attention to details. Well-developed organizational, communications and time management skills. A strong business maturity and professionalism is essential. Ability to troubleshoot, analyze and resolve customer concerns. High technical aptitude and strong PC literacy skills including function and capabilities. Ability to work independently as well as part of a team and function well under pressure. Education and Experience: High School diploma (Associates Degree in CS/IT Preferred) or equivalent required and 0 to 1 years in a service desk environment. Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc.) is preferred. HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date. At Ciber Global our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks. Find a purpose Help clients embrace emerging technologies. Create inventive solutions and meet intriguing client challenges. Solve, fix, design and innovate. Be a part of something bigger by helping clients go digital, create engaging customer experiences and transform their business. Move ahead Our success as a company is built on practicing inclusion and embracing diversity. Ciber is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At Ciber, our differences are embraced and celebrated. Ciber Global is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. Ciber is proud to be recognized as a National Minority Supplier. National MBE Certification has been issued to Ciber Global, LLC by the Michigan Minority Supplier Development Council. About Ciber Founded in 1974, Ciber partners with organizations to develop technology strategies and solutions that deliver tangible business value. Ciber Global is a consulting, outsourcing and business solutions integration provider and partner with offices across the United States and India. Ciber's strength is enhanced by its parent company, HTC Global, a growing technology innovation and execution leader with 11,000 employees worldwide. HTC Global helps its clients reimagine technology to reach business goals.

Keywords: Ciber Global, Detroit , Ciber Global: Service Desk Analyst, Professions , Clawson, Michigan

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