Service Desk Agent

Who we are

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic’s culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

Your role

A Nordic service desk agent answers calls, chats, and emails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.  We're looking for a strong communicator who enjoys working with technology. If this sounds like you, here are a couple things you’ll need:


  • Excellent verbal and written communication skills
  • Must be proficient in English; Spanish fluency is a plus
  • Must be able to work nights and weekends as needed

If you know someone else who would be a great fit for this position, let us know.

 

 

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Full Job Description

Service Desk Agent

The Service Desk Agent answers calls, chats, and emails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities

The Service Desk Agent's responsibilities include, but are not limited to:

  • Providing excellent customer service
  • Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
  • Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
  • Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
  • Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
  • Adhering to policies and procedures such as HIPAA and client notification expectations
  • Attending and participating in team meetings
  • Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

  • Excellent customer service and communication skills, both written and verbal
  • Proficient in English to support our clients’ needs; Spanish fluency is a plus
  • Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
  • Ability to apply problem-solving skills across repetitive tasks
  • Ability to work nights and weekends, depending on assigned shift
  • Strong attention to detail and ability to organize
  • Must be able to work independently as well as within a team environment
  • Must demonstrate and embody Nordic’s maxims

Compensation and Additional Details

  • Position is located at our home office in Madison, WI
  • Ability to travel up to five percent of the time

Take the next step! Apply now.

Quick note on our partnerships

Our partnerships are extremely important to us. This online application is not intended for anyone who is currently under a non-compete agreement or has an arrangement that precludes employment at Nordic. We appreciate your help in respecting our partners.

EEO/AA Employer: M/F/Disabled and Vet.
Employee rights and responsibilities under the Family and Medical Leave Act