Service Desk Analyst

Full Time



    Job Description

    Location: Philadelphia, PA
    Description: Our client is currently seeking a Service Desk Analyst

    Job Summary
    Ensures the provision of effective first line interface with users seeking IS support. Includes receiving calls for support, ensuring proper logging and timely resolution or escalation of customers' requests for support, keeping customers advised on request status and progress. Analyze incident records to make initial assessment of requests, attempts to resolve them or establish root cause, troubleshoots semi routine incidents and undertakes desk side visits to resolve problems. Liaises with other IS staff on the development of solutions to overcome known problems or further fulfil user requirements. Participates in managing the request life-cycle including coordinating second-line and third-party support, closure and verification of request.


    •Acts as front-line interface to users and provide basic day-to-day systems maintenance and support. This includes receiving and logging requests for support from Service Desk, other service delivery staff and/or users, assisting in the investigation of problems and monitoring progress of received requests for support.

    •Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Monitor progress of requests for support and ensure users and other interested parties are kept informed. Generates statistical reports on logged issues.

    •Ensures adherence to escalation procedures. Troubleshoots semi routine incidents and escalates more complex incidents to higher level specialists especially cases of serious degradation of service level. Undertakes desk side visits to resolve problems such as making minor system modifications, developing enhancements, and reconfiguring systems.

    •Ensures that documentation of user requests and/or problem is available and in an appropriate form for those resolving them. Includes ensuring logged entries of user contact provide a corpus of knowledge for the resolution of subsequent faults and problems. Monitor progress of requests for support and ensure users and other interested parties are kept informed.

    •Analyze incident records to help establish root cause of the incident. Includes classifying incident, matching against known errors and problems, assessing related configuration details and providing initial support. Prioritizes and follows up requests in accordance with agreed criteria. Includes assigning impact and urgency and thereby defining priority.

    •Carries out skilled activities in support of assigned desktop software applications. Includes monitoring application systems, noting problems and identifying performance trends. Takes corrective action, under advice, to improve performance and prevent recurrence of problems. Liaises with other IS staff on the development of solutions to overcome known problems or further fulfil user requirements.

    •Participates with other members of the IS team in investigating and modelling business functions and processes using methodical and consistent techniques. Includes specifying information flows, processes/procedures and data objects that will meet business requirements. Includes taking part in client meetings and assist in presenting issues and solutions both orally and in writing.

    •Assists in installing or removing items of software (typically desk-top items); finds the necessary items and ensures consistency with agreed instructions, plans and standards. Assists in conducting tests of the software affected using supplied test procedures and diagnostic tools. Contributes, as required, to investigations of problems and faults concerning the installation of software.

    •Assists with the production of schedules of requests for change (RFC) for managing changes to live infrastructure. Includes receiving and logging RFCs on change management database, ensuring accuracy and consistency of data. Attends to simple enquiries on the status of changes, and clears critical information with more senior members of the IT team before passing on to third parties.

    •Carries out support activities with respect to incident and problem management processes. Includes reporting on defect/problem, running diagnostic tools to identify issues, resolving technical problems, and obtaining diagnostic data to assist in investigating and resolving problems. Matches unresolved incidents against existing problems, known errors and other incidents.

    •Assist in installing or removing items of hardware. Includes finding and verifying the necessary items, following agreed standards, including where appropriate those for electrical work. Assists in conducting tests of affected hardware and contributing, as required, to investigations of problems and faults concerning the installation of hardware. Carries out first level desktop, laptop and phone sets hardware support activities.

    •Use network management tools to investigate, diagnose and resolve simple network problems within service level agreement tolerances, referring to network users, other staff, and suppliers, as necessary.

    •Set up telephone sets Technical and Other Expertise

    •Good knowledge of the healthcare business environment

    •Excellent customer services skills and the ability to build and maintain positive customer relations.

    •Superior communications skills both verbal and written

    •Excellent analytical & organizational skills

    •Able to multitask and thrive in a fast-paced environment with changing priorities

    •Ability to work effectively with all levels of the organization; strong service orientation; and take immense pride in providing superior service and quality work product.

    •Good working knowledge of TCP/IP

    •Good knowledge of IT infrastructure in terms of operating systems, data and voice networks, database systems, application systems and servers, and security.

    •Working knowledge of data communications and Microsoft AD, DNS, DHCP, WINS.

    •Superior PC and PC based software setup, installation, troubleshooting and problem resolution.

    •Working knowledge of the configuration management systems in GPHA including ability to use and manipulate the system as related to service desk activities.

    •Installing, maintaining, managing, servicing, troubleshooting, and resolving hardware, software, LAN, operating systems, desktop PCs, printers and laptops issues.

    •Installing new software and updates, and upgrading workstation suites

    •Performing basic PC and printer proactive maintenance and repair.

    •Installing and maintaining current virus protection software on all workstations.

    • Maintaining database records of all equipment (purchase, placements, repairs, and final dispositions).

    •Participating in team projects that enhance the quality and efficiency of service delivery to the computer user community of BCH.

    •Acquiring and maintaining current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.

    •Liaising with Hardware, Network, Training and Special Projects Groups internal or external to GPHA. •Remaining abreast of new computer and telecommunication-related technology that will assist the organization in achieving its mission.

    •Rotating on-call duty.

    •Performing other related duties as assigned.

    Education & Experience

    •Bachelor's Degree in IT, MIS or related field or equivalent experience.

    •Certification desired: A+, Microsoft, CCNA (a plus); other IT certifications a plus •Minimum 4 years' experience in IT service desk duties.

    Technical Environment

    Microsoft Back Office (AD, 2008 & 2003 server OS, SQL Server 2008, Exchange Server 2007/2010, IIS, SharerPoint); Microsoft Windows 7 Workstation OS; Microsoft Project; Microsoft Office/Outlook/Internet Explorer, CITRIX Zen Apps 6.5 environment, VMWare, IPSec and other VPN standards

    Dell Servers, HP and Dell Workstations, Cisco routers, Cisco Catalyst switches and Brocade Wireless controllers, HP and Canon and LexMark laser Printers

    NextGen, EDR and Avator (NetSmart) EMR systems, Pharmacy, Solomon/Dymaics, ADP Payroll and HR, Time & Attendance systems, Business Intelligence, Intranet

    TCP/IP, NetBIOS, BGP, RIP, EIGRP, OSPF, Spanning Tree protocols and other WAN, LAN and telecommunications protocols VoIP


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