Lyric is an AI-first, platform-based healthcare technology company, committed to simplifying the business of care by preventing inaccurate payments and reducing overall waste in the healthcare ecosystem, enabling more efficient use of resources to reduce the cost of care for payers, providers, and patients. Lyric, formerly ClaimsXten, is a market leader with 35 years of pre-pay editing expertise, dedicated teams, and top technology. Lyric is proud to be recognized as 2025 Best in KLAS for Pre-Payment Accuracy and Integrity and is HI-TRUST and SOC2 certified, and a recipient of the 2025 CandE Award for Candidate Experience. Interested in shaping the future of healthcare with AI Explore opportunities at lyric.ai/careers and drive innovation with #YouToThePowerOfAI.
Job Summary
The Service Desk Analyst Level 1 is the first point of contact and response for all inbound service requests. The Service Desk Analyst role will offer advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.
Essential Job Responsibilities & Key Performance Outcomes
- Resolve up to 80% of incidents and requests during the first / initial contact or providing correct diagnosis and warm transfer to Level 2 service providers when unable to resolve incidents
- Identifying and resolving technical problems
- Dialing into systems and providing most remote connection services, according to agreed procedures
- Answering technical queries, providing advice and education to end users on IS services
- Ensuring critical and major incidents are escalated appropriately, according to established procedures
- Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details
- Ensuring the integrity of the information loaded into ServiceNow
- Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided
- Using appropriate tool sets to maintain open communications with end users, according to established procedures
- Working on tasks as assigned by Team Leaders
- Providing an effective interface between users and service providers supplying all necessary diagnostic information according to established procedures
- Ensuring effective hand-over of incidents at end of shift, according to established procedures
Required
REQUIRED SKILLS & EXPERIENCE
- Bachelor's Degree or Associate's Degree in Information Technology or, two (2) years in a related study
- One(1) year Technical Support experience - Service Desk, Helpdesk, or similar/related job function is needed
- Knowledge of computer hardware/software, network, and general PC usage
- Experience using ticketing systems or tools in tracking/monitoring issues is an advantage for this role
- Certification(s) are an advantage but not a requirement
- Intermediate proficiency with Microsoft Office tool(s) and messaging systems such as Microsoft Outlook
