Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the enterprise, which includes seven hospital networks and the corporate office. The role involves monitoring and answering the Service Desk phone, e-mail message queues, and auto-triggered request queues during assigned tours. The analyst will provide support and customer service to users, promote and escalate problem, incident, and request action items, and ensure real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

Responsibilities:

• Manage level 1 and 1 1/2 service incidents/requests from report to resolution.
• Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2.
• Provide customers with a single point of contact for Service Desk activities, for problems, incidents, and request items.
• Contribute to the continuous process improvement of the Service Desk Area.
• Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools.
• Receive, prioritize, document, and actively resolve end user help requests.
• Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA).
• Track open tickets and monitor ticket progress per SLA, closing ticket items when resolved.
• Follow escalation and paging procedures to ensure SLAs are being met.
• Provide support for issues related to password resets, MS Office, Windows, etc.
• Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved.
• Participate in special projects as needed and perform other duties as assigned.
• Must be able to work independently as well as part of a fast-moving team.
• Must be able to work at various locations when necessary along with working various shifts.

Required Skills:

• Baccalaureate Degree in a relevant field from an accredited college or university.
• One year of experience in a business, government, hospital, educational institution, or non-profit organization in analysis, development, and implementation of systems, methods, and procedures, management information development, and data coordination.
• Familiarity with EDP applications and data processing programs.
• A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university; or, a satisfactory combination of education, training, and experience.