Service Desk Analyst

Duration

6

Duration Unit

Month(s)

Req Description

Description

Job Description:

Summary:
An IS Customer Support Analyst serves as the first point of contact for all technology related issues at Hospital. They provide world class service through their interactions with our users and technical competencies. During each interaction, they gather information needed from users to assist in timely resolution. They are empathetic, polite, and listen to our users in order to fully understand the issues and then respond appropriately in accordance to our practices and procedures.

Principal Duties and Responsibilities:
• Serve as a first point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service or in person.
• Gather needed information from users that will assist in the timely resolution of incidents and request.
• Identify situations requiring urgent attention, to better prioritize and route to appropriate area.
• Provide accurate and timely logging and resolution of issues in the Service Management system.
• Take ownership of user issues, follow the status of issues on behalf of the user, and communicate progress in a timely manner.
• Basic Data Center monitoring (receiving of deliveries and physical monitoring of location).
• Responsible for IS Support Center’s continuous improvement.
• Performs other duties as assigned.

Knowledge, Skills and Abilities Required:
• Have a polite, friendly, and empathetic presence both virtually and in person.
• Clear, confident, and calming voice tone when interacting with users.
• Maintain a questioning attitude until user’s issues are understood.
• Ability to think and act quickly.
• Detail oriented and thorough follow up.
• Expertise in conflict resolution and emotional intelligence.
• Ability to manage relationships, conflict, and communication with a high-level of proficiency.
• Exceptional interpersonal, presentation, verbal, and written communication skills required to interact effectively with all levels of the organization and external contacts.
• Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
• Present a professional and polished appearance.
• One on One and small group teaching skills.
• Exceptional problem solving and technical skills.
• Technical aptitude and a working knowledge of fundamental operations of Windows and clinical software (EPIC, Allscript, and MOMs), PC, laptop and server hardware, and related IT equipment such as printers, wireless devices, and scanners.
• Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint).
• Time management skills.
• Meet all performance metrics and follow IS Support Center practices and procedures.

Competencies Required:
• Manages Customer Support Analyst workload by responding to user’s questions, incidents, and requests in accordance to IS Support Center standards.
• Provides accurate and timely logging of incidents and resolution for incidents in the Service Management system.
• Gather needed information from users that will assist in the timely resolution of incidents
• Identify situations requiring urgent attention, prioritize and route to appropriate analyst or area for resolution
• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship.
• Maintains high availability by routing issues to the appropriate area for troubleshooting and resolution.

Enterprise Req Skills

Customer Service, Ticketing system, support, Windows, Printer, Hardware, Software, Application Support,windows 10,troubleshooting,servicenow,active directory,office 365,windows 7

Job Title

service desk analyst

Top Skills Details

Top Skills:
1. Customer Service Skills/Soft Skills
• We need people that can talk to people
• Great communication skills (written and Verbal)
• Easy to train people on technical skill
• Listening, engaging, tone, (phone to phone experience)
• Who they are as a person)
2. Troubleshooting/Triage (knows how to listen first, ask questions, and troubleshoot)
3. High Technical Acumen (this service desk is tier 1.5, need the ability to work in an unscripted environment)
• ITSM tool experience (not just a ticket tool – process oriented)
• Windows 7, Windows 10
• Office 2010/2013
• User Account Administration / PW / Adding groups
• Home grown app support
• Printer issues

Worksite Address

Columbus,Ohio,United States,43205

Additional Information

Will be working remote during Pandemic

Drug Test Required

true

Experience Level

Expert Level

External Communities Job Description

Looking for a IT Customer Support Analyst who will serves as the first point of contact for all technology related issues.

EVP

EVP:
- Opportunity to impact children\'s healthcare and help improve the quality and safety of patient care
- Based on performance, could lead to an extension or full time opportunity
- Healthcare IT on resume – High sought after in the local market
 

Work Environment

Family oriented, fast paced, call center environment. Open floor space, very interactive.

First 4 weeks of training will be onsite. Rest will be 100% remote.

Additional Skills Tags

active directory,office 365,windows 7

Additional Skills & Qualifications

About Hospital:
- 14K Employees
- 3000 Enterprise Applications
- 180 Sites across Ohio
- In every major hospital, and school
- 1st Behavioral Health Pavilion
- 4.5 million square feet
- 12,000 contacts in a month
- 140 calls per week
- 30-50 calls per day, depending on shift

Business Qualification

Impact to the Internal/External Customer

The Service Desk ensures timely resolution to customer\'s technical issues that impact their ability to perform their daily duties at the hospital. If their applications are not running correctly they may not have crucial information needed for patient registration, billing or bedside care. The technology being supported is so mission critical that it could come down to life or death situations.

Why is Position Open?

Business Challenge

The Service Desk team is the farm team for other IT departments/teams. With positive or negative attrition, this vacancy could cause longer wait times, which could increase number of drop calls and technology issues going unresolved, which could lead to impact their ability to threat their patients.