Service Desk Analyst

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Service Desk Analyst –Level 1 Support

Department: Operations Group
Reports To: Service Desk Manager
FLSA Status: Exempt


The Service Desk Analyst is responsible for opening, resolving and escalating incident and service requests. These professionals are responsible for offering exceptional customer service support, while providing complex technical assistance.


  • Serve as the initial point of contact for customers to resolve technical issues.
  • Respond to and complete incident and service requests that originate by phone, web-based portals, email or direct input.
  • Stay current on standard operating procedures and technical knowledge base.
  • Excellent technical knowledge and experience with troubleshooting but not limited to Windows operating systems, Active Directory, Unlock/Reset Passwords, Citrix, Web browsers, Anti-Virus software and networking connectivity issues.
  • Become familiar with a variety of clinical applications, as most of the applications used by our customers are unique to their organization.
  • Working knowledge of Adobe and Microsoft Office Applications (in particular Microsoft Outlook).
  • Experience troubleshooting a variety of HP and Xerox printer issues.
  • Proficient skills in installing and un-installing software.
  • Possess excellent customer services skills that include clear verbal communication, proper telephone etiquette, and ability to listen closely to customer comments.
  • Agent must be reliable and flexible in relation to work hours, as hours will vary when dealing with new software implementations, and unexpected outages.
  • Ability to communicate technical information to non-technical personnel.

Technical School or Associates Degree is required. Experience and/or training on a service desk preferred. Healthcare background preferred. Ability to attain A+ or HDI certification within 6 months of hire required.

Agent must have the ability to summarize issues that relate to customer incidents in a manner that other support groups can understand.

Ability to resolve practical issue while utilizing knowledge base articles.

Majority of the shift spent resolving customer issues while answering phones in a collaborative environment.

the human factor

We believe healthcare’s greatest opportunity is innovation, whether it’s a new approach to solve a complex problem or successfully implementing a new technology. For Kailo, innovation and technology are exciting. But, those things alone are not worth much without talented people to back it up; we call this “theHUMANfactor”
We Are Not Numbers (and neither are you)
This picture wall represents the diversity of the Kailo team. Each member of our team selects a picture that represents him or her in some way. Like our clients, our team members are unique. Their personalities and stories make them who they are and give them a distinctive quality. They do more than simply close tickets; they build relationships.

This is what separates "good" from "great".