Service Desk Analyst

SUMMARY

The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operations. This includes actively resolving escalated help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help when needed.

Responsibilities:

• Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise statements, policies and procedures, operating instructions, confidentiality standards and code of ethical behavior
• Performs tier 2 support phone and email support to caregivers for hardware and software failures.
• Assists end users with using the EMR and other enterprise applications.
• Responding to service requests, including password resets or system access requests
• Prioritizes incidents based on end-user urgency and organizational impact
• Ownership of incidents to ensure timely incident resolution.
• Management of end-user relationships to ensure caregiver satisfaction.
• Accurately logging incident details and documenting resolutions.
• Remotely connect to end user workstations to aid in troubleshooting of issues as needed.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.

Requirements:

• 2+ years of related help desk or service desk experience
• Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices
• Ability to demonstrate strong knowledge and experience supporting Microsoft Windows.
• Email architecture, services and protocols, Outlook configurations.
• VDI, VPN Client, and Web experience
• Participate in on-call 24x7 on-call rotation with support team
• Leads small to medium sized projects and provides stakeholders with status reports regarding project assignments.
• Knowledge of ITIL Framework is a plus