Service Desk Analyst I

HHC•Indianapolis, IN

About The Position

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis. FLSA StatusNon-ExemptJob Role SummaryThe Service Desk Analyst I works all tickets with the intent of resolving while the customer is on the telephone.

Requirements

Associates degree in Computer Science/Technology required
In lieu of educational requirement, high school diploma and 2 years solid helpdesk experience preferred
On the job training - combination of observing others and hands-on experience completing tasks under the supervision of a training manager or coworker

Responsibilities

Work all tickets with the intent of resolving while the customer is on the telephone
Provides correct and current 10 digit contact numbers and email address in all ticket,
Performs problem resolution on tickets and provide the knowledge article used before escalation of tickets.
Performs high level of trouble shooting on tickets
Provides correct and current 10 digit contact number and email address in all tickets.
Must answer calls within 2 rings to your extension
Manages work through use of Resource Central ticketing system
Create a ticket for every call received in Resource Central
Daily maintain any assigned reports
Report to management any discrepancies of assigned reports
Escalate tickets to the appropriate Tier 2 resolver groups
Knowledge of Active Directory and resetting passwords
Maintain good notes to help customers working in Epic and other systems
Must be able to understand and resolve calls for Health and Hospital applications