IS Service Desk Analyst
Bring your drive for excellence, team orientation and customer commitment to Independence Blue Cross; help us renew and reimagine our business and shape the future of health care. Our organization is looking to diversify, grow, innovate and serve, and we are looking for committed, empowered learning-oriented people to join our team. If this describes you, we want to speak with you.
· Responds to customer phone calls for assistance with IS systems and hardware
· Maintains a high level of customer focus through use of Independence’s Customer Experience Principles in all interactions
· Use technical skills to resolve majority of interactions at first contact and within specified timeframes
· Continually develops technical skill set and provides creative solutions to meet target resolution rates and business needs
· Escalates complex or out-of-scope interactions to appropriate support teams as defined by process
· Documents all customer contacts within the tracking system and follows all procedures for prioritization, categorization, customer information and process
· Provides technical assistance and “just-in-time” training to Independence workforce members
· Maintains process integrity and acts to reinforce proper process throughout the enterprise
· Assumes responsibility for all in-scope work and acts as customer advocate on all escalated, out-of-scope requests and incidents
· Understands the Independence Incident Management and Request Fulfillment processes and maintains compliance with all of their tenets
· Interfaces with client and technical contacts
· Other duties as assigned by management
QUALIFICATIONS:
· High school diploma is required
· BS in Information Technology is preferred
· Prior Service Desk or Customer Service experience is greatly preferred.
· Minimum of one year of experience in an Information Services field or appropriate training
· Knowledge of IS processes and equipment is necessary
· Familiarity with ITIL processes is preferred
· Understanding and utilization of workstations, terminals, personal computers and printers is mandatory
· Proficiency in Windows 7 and Windows 10 required
· Working knowledge of ServiceNow, or similar ITSM system, Citrix, VMware View and Mobile Device configuration preferred
· Strong customer service background required
· Strong written and verbal communication skills required
· Continually developing technical skill set
· Creative problem solving skills required
Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
Vaccination Update
This job requires that you demonstrate you have been fully vaccinated for COVID-19 prior to the start of employment, to the extent permitted by law.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.