Service Desk Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primary responsibilities include:- Providing phone and email support to end users for hardware and software failures- Assisting end users with using the Epic EMR and other enterprise applications- Responding to service requests, including password resets or system access requests- Prioritizing incidents based on end-user urgency and organizational impact- Escalation of issues within the department as needed- Ownership of incidents to ensure timely incident resolution- Management of end-user relationships to ensure user satisfaction- Accurately logging incident details and documenting resolutions- Remotely connect to end user workstations to aid in troubleshooting of issues as needed- Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels- Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training.
• Occasional travel to other Mercy locations is required

EDUCATION AND/OR EXPERIENCE

Associates degree--A. A.-- in Computer Science or related area required. Two years of directly related work experience will be considered in lieu of degree
Experience with PCs, printers, networking and Microsoft operating systems required. Strong skills troubleshooting software and hardware problems beneficial. Previous customer service or contact center experience preferred. Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful.

CERTIFICATION/LICENSURE

Microsoft, A+, or similar is preferred

OTHER SKILLS AND ABILITIES

Ability to multi-task and prioritize tasks effectively

LEVEL OF SUPERVISION

Supervision needed

SUPERVISES

NA

PAY RANGE:

Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.

Mercyhealth offers competitive pay and a comprehensive benefits package including:

• Medical, Dental, Vision

• Life & Disability Insurance

• FSA/HSA Options

• Generous, accruing paid time off

• Paid Parental and caregiver leave

• Career advancement and educational opportunities

• Tuition and certification reimbursement

• Certification Reimbursement

• Well-being Programs

• Employee Discounts

• On-Demand Pay

• Financial Education

• Annual recognition/awards events

• Partner appreciation days

• Family entertainment/attractions discount

• Community service/improvement opportunities

Click here for more details regarding Mercyhealth Careers Benefit Information.

At Mercyhealth, we don't simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.

Mercyhealth has been nationally recognized for our commitment to our people and culture, including:

• #1 in the nation on AARP's Best Employers for Workers Over 50

• One of Working Mother magazine's 100 Best Companies for Working Mothers

• A Top 50 Company and Top 10 Nonprofit for Executive Women