Key Facts

Remote From:

Full time

English

Hard Skills

Problem Management Incident Management Event Marketing Event Logging Escalation Management Service Fulfillment Service Management Data Classification

Other Skills

•
Troubleshooting (Problem Solving)
•
Customer Service
•
Prioritization

Roles & Responsibilities

Minimum Qualifications: mixture of work experience and educational background.
Additional Qualifications: nice to have.
Soft skills/competencies required for the role.

Requirements:

Serve as the primary point of contact for customers within the iatricSystems Service Center, handling incidents, problems, events, and service fulfillment initiation.
Create, update, log, categorize, prioritize, diagnose, and resolve resulting Service Center tickets (iTask).
Escalate to the next level of support when required and close iTasks as appropriate.
Support Service Desk technical management functions and contribute to timely issue resolution.

Job description

Primary Functions:
• The Service Center Analyst (SCA) position works for the iatricSystems Service Center and is
part of the Service Desk & Technical Management (Service Support Operations Center)
functions, which provide the primary point of contact for our customers. Those contacts are
categorized as Incident, Problem, Event Management, and Service Fulfillment initiation.
• The SCA creates/updates the contact identification (type), creation and logging,
categorization, prioritization, diagnosis, resolution for the resulting Service Center ticket
(iTask); or if required, escalation to the next level of support or closes the iTask as appropriate

Job Qualifications:
The qualifications we are looking for are mixture of work experience and educational background.
They are split into Minimum Qualifications (must have) and Additional Qualifications (nice to have)
along with soft skills (competencies) needed for the role: