SERVICE DESK ANALYST I

Cook County•Chicago, IL

2d•Hybrid

About The Position

The Service Desk Analyst I is assigned to the Information Technology department supporting Cook County Health (CCH). The Service Desk Analyst I handles incoming service operations requests for end users, either via email, text, self-service web based applications, over the phone, or face-to-face. Using service desk ticketing systems, they input detailed notes of end user requests, determine steps they can take to resolve issues, and manage the flow of incoming requests. CCH is a fast paced, multi-priority environment and team members will face new challenges and request types on a daily basis.

Requirements

High School Diploma or GED required (MUST PROVIDE PROOF AT TIME OF INTERVIEW)
One (1) year of experience in an IT Help Desk and/or Desktop support role in a healthcare environment OR successful completion of a CCH Internship program related to the Service Desk position required
Experience in an enterprise environment with the Microsoft Operating Systems and Office Suite products required
Must have excellent technical and computer skills with experience supporting local and remote users required
Thorough understanding of PCs, peripherals and operating systems.
Working knowledge of Networking and Server principles.
Excellent written and oral communication skills and the ability to interact positively with team members, end-users, and vendors on a daily basis.
Strong interpersonal and organizational skills, including the ability to meet deadlines, work in a team environment, achieve key performance metrics, and follow written policies and procedures.
Must be able to remain calm in a stressful environment and work overtime if needed.
Excellent problem-solving skills, including the ability to elicit valuable information on problems
Must have excellent time management skills and should be able to set priorities when handling multiple service desk user issues.
The ability to work with all levels of internal staff, as well as clients and vendors.
Enthusiasm, a passion for team working and a ‘can do’ attitude
The ability to create spreadsheets with large numbers of figures without mistakes
Must be able to move 50 pound boxes as needed for up to 4 hours each day.

Nice To Haves

Associates Degree or higher in Information Systems or related discipline from an accredited college or university
CompTIA A+ Certification
Microsoft Certified Solutions Associate (MCSA): Modern Desktop Administrator OR M365: Modern Desktop Administrator Associate
ITIL Foundation Certification
HDI Customer Service Representative (HDI-CSR) Certification
Broad knowledge of patient care/clinical delivery systems
Working knowledge and understanding of IT Service Operations tools

Responsibilities

Acts as an interface for customers to request service, responding to telephone calls, walk-ins, voice mails, faxes, emails, text, work orders, chat, and self-service tickets.
Follows CCH Service Management processes and procedures. Records, tracks and documents the service request fulfilment process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in appropriate Service Management and Asset Management applications such as Freshservice or other tools used by CCH.
Improves user satisfaction by providing friendly and professional customer service, responding to requests in a timely manner, and sending regular communications to the user. Achieves positive survey ratings as defined by team standards. Seeks out customer feedback.
Restores normal operations as quickly as possible in the case of a disruption. Troubleshoots problems, thinks critically, and identifies solutions or workarounds as appropriate. Follows-up with user to confirm that issues have been resolved in a satisfactory manner.
Escalates all user requests they are unable to resolve to higher levels of support.
Attempts to solve problems remotely whenever possible and practical. Provides in-person support when remote support is not possible.
Assigns incidents and requests using defined procedures, thoroughly documents troubleshooting activities, and maintains effective communication channels with requesters and team members. This includes FAQ documents for users that detail common requests and how to resolve them without opening a service desk ticket.
Replaces end user computing devices if required.
Monitors dashboards to ensure critical systems are available, accessible, and secure. Follows documented procedures to respond to alerts from CCH monitoring tools.
Performs testing on new releases to ensure systems readiness.
Identifies and learns appropriate software and hardware used and supported by the organization. Provides basic application training and support for users remotely.
Performs scheduled and recurring activities including per-shift, and daily activities.
Learns the basics of other Service Operations team systems and workflows and serves as a backup when needed.
Performs basic user account management activities in accordance with CCH procedures.
Keeps work areas clean and well ordered.
Maintains datacenter security.
Performs other duties as assigned.