IT Service Desk Analyst

Job description

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. The IT Service Desk Analyst position will provide customer service and technical support to all Tactile employees and contractors and are responsible for providing resolutions to internal customers through expert problem identification, analysis, and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system, or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation for resolution. Accountabilities & Responsibilities: - Provide professional employee/contractor support through email, phone and a ticketing system. - Handle incoming calls, tickets and emails timely and within service level timelines whileproviding excellent customer service to clients - Create tickets for all client interactions - Understand and deliver on ticket escalation expectations - Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear, and issues are resolved. Tickets must be updated in real time as events and actions occ...