IT Customer Service Analyst

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position SummaryApplies in-depth knowledge to provide technical support to end-users, diagnosing and resolving technical issues through various channels while delivering customer service. Documents solutions, contributes to knowledge bases, and analyzes incident trends to improve processes and enhance user experience.What you will do

• Provides technical support and assistance to end-users within the organization by addressing and resolving information technology-related issues and inquiries from internal users, ensuring a positive customer service experience.
• Analyzes and diagnoses technical problems reported by end-users by asking probing questions to gather relevant information, investigating the root cause of the issue, and providing step-by-step guidance and solutions to resolve the problem.
• Prioritizes and categorizes incidents based on severity, urgency, and impact to facilitate effective resolution and ensure proper communication with end-users.
• Contributes to the development and maintenance of a knowledge base or support documentation.
• Assists end-users with the installation, configuration, and usage of software applications, including troubleshooting application errors, providing guidance on functionalities, and addressing compatibility issues.
• Diagnoses hardware malfunctions, performs basic repairs or replacements, and coordinates with relevant teams or vendors for advanced hardware repairs or replacements when necessary.
• Contributes to user training and education initiatives by creating user guides, conducting training sessions, and providing one-on-one coaching to help end-users become more proficient in using IT systems and tools.
• Collaborates with application development teams and vendors to resolve complex application-related problems.
• Provides feedback and suggestions to management on process improvements, automation possibilities, and areas where additional resources or training may be required.

• 0-2 years work experience
• Basic awareness of problem solving and decision making skills

• CompTIA Network+ certification preferred.
• Certified Analytics Professional (CAP) preferred.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.