What are the responsibilities and job description for the Service Desk Analyst position at TalentAlly?
AdventHealth is rolling out a major redesign of its MyChart patient portal and is expanding its Service Desk team to support an anticipated increase in patient call volume. The MyChart Service Desk Analyst will serve as the first point of contact for patients who need assistance accessing and navigating their online health portal. This role is ideal for individuals who enjoy helping others, have strong communication skills, and thrive in a customer-focused environment.
1 year of customer service or hospitality experience
High School Diploma or GED
Excellent communication skills; friendly, patient, and professional demeaner
Open availability to work assigned schedules, including evenings and weekends
Reliable and dependable with strong attendance history
Ability to commit to the full 3-month engagement
Comfortable working in a high-volume call environment
Experience assisting frustrated, confused, or upset customers/patients
Basic computer and web navigation skills
Dedicated remote workspace with reliable internet access
Reliable transportation for onsite training and equipment pickup
Ability to pass background check and drug screen (including THC)
On a day-to-day basis, analysts will answer inbound calls from patients experiencing issues with portal access, password resets, account lockouts, navigation questions, family account linking, and other basic technical concerns. Team members will guide patients through troubleshooting steps, provide clear and professional support, and ensure a positive customer experience while resolving issues as efficiently as possible.
Analysts will document all interactions within ServiceNow, create and manage support tickets, and escalate more complex issues to Tier 2 or Tier 3 support teams when necessary. Success in this role requires the ability to multitask, learn new systems quickly, remain calm under pressure, and communicate effectively with patients who may be frustrated, confused, or unfamiliar with technology.
This is a fast-paced, high-volume support environment where customer service, reliability, and professionalism are critical. While technical skills are helpful, AdventHealth is primarily looking for candidates who are dependable, coachable, patient, and genuinely enjoy assisting others. The ideal candidate will be comfortable spending the majority of their day on the phone, adapting to changing priorities, and serving as a positive representative of AdventHealth during an important patient-facing initiative.
PDN-a23b4f5f-76d4-4cf0-874b-103c5402e7ce
1 year of customer service or hospitality experience
High School Diploma or GED
Excellent communication skills; friendly, patient, and professional demeaner
Open availability to work assigned schedules, including evenings and weekends
Reliable and dependable with strong attendance history
Ability to commit to the full 3-month engagement
Comfortable working in a high-volume call environment
Experience assisting frustrated, confused, or upset customers/patients
Basic computer and web navigation skills
Dedicated remote workspace with reliable internet access
Reliable transportation for onsite training and equipment pickup
Ability to pass background check and drug screen (including THC)
On a day-to-day basis, analysts will answer inbound calls from patients experiencing issues with portal access, password resets, account lockouts, navigation questions, family account linking, and other basic technical concerns. Team members will guide patients through troubleshooting steps, provide clear and professional support, and ensure a positive customer experience while resolving issues as efficiently as possible.
Analysts will document all interactions within ServiceNow, create and manage support tickets, and escalate more complex issues to Tier 2 or Tier 3 support teams when necessary. Success in this role requires the ability to multitask, learn new systems quickly, remain calm under pressure, and communicate effectively with patients who may be frustrated, confused, or unfamiliar with technology.
This is a fast-paced, high-volume support environment where customer service, reliability, and professionalism are critical. While technical skills are helpful, AdventHealth is primarily looking for candidates who are dependable, coachable, patient, and genuinely enjoy assisting others. The ideal candidate will be comfortable spending the majority of their day on the phone, adapting to changing priorities, and serving as a positive representative of AdventHealth during an important patient-facing initiative.
PDN-a23b4f5f-76d4-4cf0-874b-103c5402e7ce