Service Center Analyst I- Part Time

Baptist Health • Pensacola, FL

257d

About The Position

The Service Center Analyst I resolves hardware and software problems within established service level agreements. The position processes incidents and service requests through established incident and request fulfillment processes, and proactively looks at root cause and trends in incident handling. The Service Center Analyst I provides feedback as part of ongoing process improvement activities, and elevates complex problems to senior levels in a professional fashion.

Responsibilities

• Acts as a primary point of contact for incidents and service requests as reported from customers, system monitoring and alerts.
• Answers customer problem and inquiry calls, voicemails, and e-mails and troubleshoots and resolves simple to complex hardware and software issues.
• Strives to resolve the maximum number of incidents and service requests without further escalation within his/her level of core competence, following defined IT Service Management processes and established performance parameters.
• Provides initial assessment of categorization and prioritization for reported incidents and service requests.
• Documents incidents accurately and clearly and follows proper processes for incident and service request resolution.
• Maintains ownership of the incident until proper hand-off is made.
• Performs hierarchical (Supv. and/or Service Owner) and functional (Subject Matter Expert) escalations in accordance with established processes.
• Ensures incidents and service requests are properly escalated and assigned to the most appropriate resource.
• Helps ensure that documented and standardized methods and processes are developed and used for efficient and permanent resolution of problems identified by the Problem Management Process.
• Recognizes trends and identifies global issues.
• Monitors indicators and effects timely intervention to limit problem escalation.
• Utilizes desktop management tools for remote access, disk level imaging, system patching and desktop administration whenever possible to enhance customer service and resolve incidents as quickly as possible.
• Uses basic administration skills with Microsoft Active Directory such as but not limited to adding, changing or deleting workstation objects and related attributes.
• Updates Service Center's Automated Call Distribution system (ACD) and other notification systems during planned and unplanned global outages.
• Data Center monitoring, reporting and access, including monitoring of environmental, reporting of issues to appropriately and logging access.
• Assists in other duties as assigned to support the operational needs of the department and organization.
• May be required to remain on campus immediately before, during, and after severe weather and/or disasters.

What This Job Offers

• Job Type: Part-time
• Industry: Hospitals