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Byram Healthcare Service Desk Analyst #HiringNow in #White Plains, New York #jobseekers

White Plains, New York Owens & Minor

Job Description
POSITION SUMMARY
Answers incoming calls from internal customers and resolves technical
issues, while ensuring a high level of customer service and maximizing
productivity
ESSENTIAL JOB FUNCTIONS:
1. Answers and resolves inbound incidents at a large corporate help
desk, efficiently and professionally, in a high volume call center
environment that operates five days a week.
2. Proficiently manages the resolution of inbound incidents; balancing
the need for customer service and issue resolution.
3. Effectively translates moderately-complex, technical concepts into
easy to understand language to assist non-technically oriented
customers.
4. Diagnoses hardware, software, printing, and network connectivity
issues including LAN, WAN, WLAN and VPN access in a Windows 7/Office
2010 environment, offering a variety of Level One solutions over the
phone; uses remote control tools to assist customers when needed.
5. Records all interactions with customers in an incident management
tracking tool.
SUPPLEMENTAL JOB FUNCTIONS:
* Performs additional duties as directed.
Qualifications
EDUCATION & EXPERIENCE REQUIRED:
* Associates Degree required; Bachelor’s Degree preferred
* Three or more years of IT related experience
* Experience with a networked computer environment
* Experience working with a knowledge base or knowledge tool
* Or any combination of experience and education to meet the above
requirements
KNOWLEDGE SKILLS & ABILITIES:
* Ability to work under moderate supervision
* Conducts tasks and assignments as directed
* Contributes to team objectives and outcomes as guided
* Moderate business skills with a high level of proficiency
* Consults with senior peers on general projects
* Working knowledge of Active Directory
* Experience working with a knowledge base or knowledge tool
ADDITIONAL REQUIREMENTS:
* Little or no travel required (less than 10%)
Note: Owens & Minor is not accepting unsolicited assistance from
search firms for this employment opportunity. Please, no phone calls
or emails. All resumes submitted by search firms to any employee at
our Company via email, the Internet, or in any form and/or method
without a valid written search agreement in place for this position
will be deemed the sole property of our Company. No fee will be paid
in the event the candidate is hired by our Company as a result of the
referral or through other means.

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