In this role, the selected candidate will monitor incident queues for issues and take ownership and assist customers as required; monitor and report on PC issues, escalate issues; work with other teams including SCCM, Active Directory, Security, and the IT Service Desk.
In this role, the selected candidate will be troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.
The IT Service Desk Analyst will provide Level 1 technical support to internal staff worldwide. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
Handles internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify and implement service solutions.
Create proposals to customers outlining a preventive maintenance or repair scope of work along with the solution to the problem; make necessary sales presentations to customers and management as requested.
Conduct sales visits to customer locations. Duties include meeting with key contacts (Administrator, Executive Director, Director of Nursing, Business Office Manager) at group customer locations to reinforce and sell company value prop, facilitate on-boarding and initial customer location ordering , support key sales initiatives as directed by National Account Managers, manage utilization and formulary adherence, particularly with customers using pricing models and support company Brand and other product conversions.