Lead Service Desk Analyst-Tier 2

Beth Israel Lahey Health

1d

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Responsible for delivering world-class support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 support position is responsible for all aspects of customer requests and incident management. This includes occasionally logging, triaging, resolving, and timely follow-up of service requests/incidents. The Lead Service Desk Analyst acts as an escalation point for Tier 1 and interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis, the Lead Service Desk Analyst ensures proper operation and support of PCs, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.

Requirements

• Bachelor’s Degree or equivalent experience in client support or service desk supervision is desired.
• 5-8 years related work experience required in 5 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment.
• Must have at least three plus years acting in a more senior role on the Service Desk.
• Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices, such as iOS and Android platforms.
• Knowledge of Network fundamentals Solid experience with Citrix Systems application Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) Solid experience with Microsoft Office 365.
• Knowledge and experience with ITSM systems such as Service Now or Remedy. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.
• Advanced technical computer skills as required for technical support specific to functional areas and related systems.

Nice To Haves

• Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday applications is desirable.
• Knowledge of the Epic EHR application is desirable.

Responsibilities

• Acts as an escalation point for Level 1 and 2 support and for Customer escalation issues. Acts as an SME for designated technologies.
• Responsible for Level 2.5 or 3 support providing advanced support. Acts in a supervisory function as needed reviewing tickets, managing SLAs, and filling in for the Supervisor/Manager as needed. Ensures high customer satisfaction and services align with BILH's needs.
• Exhibits competence, commitment, and accountability to coordinate customer support issues and ensure timely response, and positive outcomes and accurately identify when issues should be escalated to SMEs (Subject Matter Experts) and/or management.
• Diagnose and resolve complex desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies, and local system configurations.
• Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.
• Maintains professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, mentoring, and training senior staff.
• Maintains an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations. Trains and helps onboard new team members.
• Maintains an understanding of best practices in regard to IT security in order to quickly identify potential business-impacting vulnerabilities/threats.
• Contributes and may lead the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
• Responsible for hosting, initiating, and contributing to the Critical Incident Management process.

What This Job Offers

• Career Level: Senior