Customer Support Services Analyst

St. Luke's University Health Network • Allentown, PA

21h • Remote

About The Position

The Customer Support Services Analyst provides remote technical support by conducting initial assessment, triage, troubleshooting and resolution of basic issues with network, intranet, internet, telephony, software and hardware components for the St. Luke's user community 24/7/365.

Requirements

• Associates degree or above in a related Information Technology or Computer Science field required or High School diploma/GED along with comparable years of experience.
• Two years PC/LAN support experience preferred.
• Printer knowledge and support.
• Call center experience in a Service Desk environment.
• Healthcare IT experience

Responsibilities

• Performs remote diagnostic and troubleshooting on SLUHN devices
• Applies technical skills to identify and resolve service inquiries received from user community into the Service Desk. These inquiries are related to but are not limited to team benchmarking for First Call Resolution and overall productivity based on individual goals and KPI’s set by Manager
• Enter all customer related information, questing for accurate and concise data for the creation of valid reports into the ITSM application
• Escalate unresolved service inquiries to correct IT support team
• Act as a central point of contact in crisis/incident situations and disseminate pertinent information as necessary according to Service Desk procedures
• Monitor trends related to potential service interruptions or global incidents
• Follows Incident Management notification policies
• Maintains extensive knowledge of standard hospital support components as documented in the IT Knowledge Base
• Completes competencies related to Service Desk Training on support components as determined by the Manager

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree