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Service Desk Analyst Senior - IM Service Desk

Joveo Inc

San Antonio, Texas • Today

Full-time

Government and Public Sector - Service Delivery Center - Data Application and Automation Sr Analyst

San Antonio, Texas • Today

Full-time

USD 65,500.00 - 134,000.00 per year

Sr Director Analyst - IT Service Management

Gartner

Remote or Texas • Today

Full-time

USD 172,000.00 per year

Senior IT Security Analyst

Digitech Services

Remote • 18d ago

Easy Apply

Third Party, Contract

Depends on Experience

Sr. Information Security Analyst

UMB Financial Corporation

Remote or Kansas City, Missouri • Today

Full-time

USD 98,208.00 - 144,705.00 per year

Senior System Analyst

Cooper Standard Automotive

Remote or Northville, Michigan • Today

Full-time

Senior Data Analyst

CenterWell Home Health

Remote or Charleston, South Carolina • Today

Full-time

USD 73,400.00 - 100,100.00 per year

Job Details

Skills

Service Desk
Operational Efficiency
Information Systems
Management
Documentation
FOCUS
HIS
Mentorship
Interviewing
Research
Reporting
Productivity
Computer Hardware
Software Installation
Issue Tracking
Training
Network
Customer Support
Communication
Information Management
Policies and Procedures
Technical Writing
Teamwork
Collaboration
Customer Service
Help Desk

Summary

Description

Summary:

The Service Desk Analyst Senior is responsible for supporting the functionality and operational efficiency of assigned computer information systems and services and other Information Management technology and processes. This entails advising, training, and assisting customers in the operation and administration of their systems; responding promptly to customer complaints and concerns; managing information and documentation, and maintaining a customer-centric focus when performing his/her functions. The Senior Help Desk Analyst is expected to develop and maintain in-depth knowledge of multiple applications and serve as a consultant to others on the Help Desk, Information Management and any other customer who cannot be handled by a Help Desk Analyst. This position is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both the technology and processes. The Senior Help Desk Analyst is also responsible for supporting the business goals and objectives for the Department, the Information Services Organization, and the organization as a whole.

Responsibilities:

Provide first level escalation assistance for Help Desk Analysts and other Information Management Department Associates needing Help Desk assistance
Mentor new Help Desk Associates
Assist in training new Associates in the procedures and technologies
Participate in interviewing process for new Associates
Responsible for ticket research - receives complaints on potentially mishandled tickets and researches them to find if error exists, and if so, where error lies and reporting to Supervisor
Responsible to be aware of Help Desk team efficiency by monitoring Help Desk Analysts' productivity and assisting when necessary
Identify issues and concerns and communicate them to the Supervisor
Develop options and recommendations
Analyze and resolve calls for assistance on software applications, hardware and network technologies in a professional and timely manner
Guide and assist customers in following established procedures for requesting equipment or software installation or relocation, sign-on or programming changes
Assess the nature and complexity of calls
Escalate calls when necessary to appropriate support analyst
Document fully all associated resolutions/actions taken in the ticketing software system; including description of incident, tests performed and results and final resolution
Also responsible for determining second level support group responsible, if resolution does not occur
Adhere to all established Help Desk policies and procedures for processing, escalating, notifying and closing calls
Provide Ad-hoc training on system use issues
Maintain technical and operational knowledge of assigned business, clinical, and desktop applications as well as network systems supporting the corporation
Assume a senior role in customer support by providing a focal point for communication with and feedback from the end-user community
Guide, train and assist Information Management staff, Help Desk staff and customers in following established support procedures
Provide customers with assistance in understanding and making appropriate use of software tools
Adhere to all established Help Desk policies and procedures for processing, escalating, notifying and closing calls
Produce and maintain technical documentation library on the assigned systems and Help Desk Procedures and Policies
Maintain and demonstrate good teamwork on assigned projects through actions and job performance
Provide effective Customer Service by being courteous, polite and friendly toward others at all times
Participate in departmental programs that promote and deliver exceptional customer service
Perform other duties and special projects as assigned by the Help Desk Supervisor

Requirements:

High School Diploma

Work Schedule:

5 Days - 8 Hours

Work Type:

Full Time

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: jovfeed2
Position Id: 39285600
Posted 3 hours ago

Fitment

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Service Desk Analyst - IM Service Desk

San Antonio, Texas

•

Today

Description Summary: The Service Desk Analyst is responsible for supporting the functional and operational efficiency of Information Management and the Service Support Division. SDAI's will take ownership of resolving first level customer service requests related to both hardware and software and will use excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team environment. SDAI's will be highly customer servi

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Help Desk Analyst

New Jersey

•

25d ago

Help Desk Analyst Req number: R8379 Employment type: Full time Worksite flexibility: Hybrid Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results acr

Full-time

USD 28.00 - 32.00 per hour

Job Details

Skills

Service Desk
Operational Efficiency
Information Systems
Management
Documentation
FOCUS
HIS
Mentorship
Interviewing
Research
Reporting
Productivity
Computer Hardware
Software Installation
Issue Tracking
Training
Network
Customer Support
Communication
Information Management
Policies and Procedures
Technical Writing
Teamwork
Collaboration
Customer Service
Help Desk

Summary

Provide first level escalation assistance for Help Desk Analysts and other Information Management Department Associates needing Help Desk assistance
Mentor new Help Desk Associates
Assist in training new Associates in the procedures and technologies
Participate in interviewing process for new Associates
Responsible for ticket research - receives complaints on potentially mishandled tickets and researches them to find if error exists, and if so, where error lies and reporting to Supervisor
Responsible to be aware of Help Desk team efficiency by monitoring Help Desk Analysts' productivity and assisting when necessary
Identify issues and concerns and communicate them to the Supervisor
Develop options and recommendations
Analyze and resolve calls for assistance on software applications, hardware and network technologies in a professional and timely manner
Guide and assist customers in following established procedures for requesting equipment or software installation or relocation, sign-on or programming changes
Assess the nature and complexity of calls
Escalate calls when necessary to appropriate support analyst
Document fully all associated resolutions/actions taken in the ticketing software system; including description of incident, tests performed and results and final resolution
Also responsible for determining second level support group responsible, if resolution does not occur
Adhere to all established Help Desk policies and procedures for processing, escalating, notifying and closing calls
Provide Ad-hoc training on system use issues
Maintain technical and operational knowledge of assigned business, clinical, and desktop applications as well as network systems supporting the corporation
Assume a senior role in customer support by providing a focal point for communication with and feedback from the end-user community
Guide, train and assist Information Management staff, Help Desk staff and customers in following established support procedures
Provide customers with assistance in understanding and making appropriate use of software tools
Adhere to all established Help Desk policies and procedures for processing, escalating, notifying and closing calls
Produce and maintain technical documentation library on the assigned systems and Help Desk Procedures and Policies
Maintain and demonstrate good teamwork on assigned projects through actions and job performance
Provide effective Customer Service by being courteous, polite and friendly toward others at all times
Participate in departmental programs that promote and deliver exceptional customer service
Perform other duties and special projects as assigned by the Help Desk Supervisor

Requirements:

High School Diploma

Work Schedule:

5 Days - 8 Hours

Work Type:

Full Time

Dice Id: jovfeed2
Position Id: 39285600
Posted 3 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Help Desk Supervisor

San Antonio, Texas

•

Today

Full-time

Help Desk Supervisor - TS/SCI w/Poly

San Antonio, Texas

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USD 106,250.00 - 143,750.00 per year

Service Desk Analyst - IM Service Desk

San Antonio, Texas

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Help Desk Analyst

New Jersey

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25d ago

Full-time

USD 28.00 - 32.00 per hour