IS Service Desk Analyst

Virtua Health

1d•Onsite

About The Position

The IS Service Desk Analyst provides front line service for all IS customer incidents, requests, and problems. This role involves analyzing all incoming issues, resolving them immediately when possible, or collaborating with other IS teams or vendors for appropriate escalation. The analyst is expected to deliver a high level of customer service and technical expertise.

Requirements

2 years of technical support experience
2 years of customer service experience
Fundamental understanding of computer hardware and software principals and support
Strong customer service approach
Ability to effectively multi-task
Excellent written and oral communication skills
Ability to interact in a professional manner with all levels of staff and management
High School diploma (Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience)

Nice To Haves

Service Now preferred
Customer Service Training preferred

Responsibilities

Responds quickly and with exceptional level of service to all incoming customers.
Carefully and adeptly analyzes each incident, request and problem.
When possible, provides immediate resolution, else uses preliminary analysis and critical thinking to escalate item appropriately.
Elicits information necessary to resolve customer incident, request or problem.
Uses Service Now ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue.
Writes Knowledge Base articles for solutions as they are identified.
Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.
Provides support to new team members.
Assists with Problem Management tasks (communication, follow-up, etc.) during an active problem.
Adheres to IT Business practices and is available for 24/7 support as needed.