Analyst I - Service Desk
About The Position
The Service Desk Analyst I answers inbound support calls, works with customers to define and document incident scope, researches and troubleshoots issues to achieve first call resolution or escalates incidents when appropriate. In addition, the Service Desk Analyst I participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment. Provides end user application support, defines & documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate. Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolution. Reports for emergency response and perform assigned tasks. Follows up with customers to obtain additional information and ensure incident resolution. Utilizes application tools, assists users with access & provisioning, installs & deploys applications. Documents and submits new content to the knowledgebase. Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments. Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues. Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, and Growth Oriented. Maintains a professional appearance for both themselves and their work environment. Completes IT Governance & IT project job assignments to ensure achievement of established project milestones. Performs other duties as assigned.
Requirements
- High School Diploma or GED Required
- 1 year relevant experience Required
Nice To Haves
- Associates or 2 years' work related experience in Computer Science, Information Systems, or a related discipline.
- 2 years experience in Networking and Active Directory.
- Experience in a Healthcare environment.
- HDI Support Center Analyst, A+, ITIL Foundation Preferred
Responsibilities
- Answers inbound support calls.
- Works with customers to define and document incident scope.
- Researches and troubleshoots issues to achieve first call resolution or escalates incidents when appropriate.
- Participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.
- Provides end user application support.
- Uses critical thinking to analyze problems and identifies root cause.
- Triages and prioritizes incidents.
- Monitors incident status and takes ownership.
- Follows up with other departments to ensure timely issue resolution.
- Reports for emergency response and performs assigned tasks.
- Follows up with customers to obtain additional information and ensure incident resolution.
- Utilizes application tools.
- Assists users with access & provisioning.
- Installs & deploys applications.
- Documents and submits new content to the knowledgebase.
- Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers.
- Builds positive working relationships with team members, managers & all departments.
- Prioritizes and responds promptly based on severity levels to needs of the customer.
- Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
- Consistently lives out the commitment to the HonorHealth tenets of service excellence.
- Maintains a professional appearance for both themselves and their work environment.
- Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
