Service Desk Analyst II

OU Health•Oklahoma City, OK

About The Position

The Service Desk Analyst II provides support for technology-related incident resolution and requests reported to the service desk. The Service Desk Analyst also serves as a key technical/clinical IT resource for support of a broad set of technical /clinical and business applications. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. The Service Desk Analyst II serves as a second level technical/assistance for the Service Desk Analyst I. Level II handles issues escalated by Level 1.

Requirements

Graduate of a Technical/Trade School or Associate's Degree required.
3-5 years of experience required.
HDI Support Center Analyst (HDI-SCA) required within 12 months of employment.
Demonstrates understanding of Corporate, Division, and Facility-specific applications, technology, and terminology.
Proficiency in addressing and resolving technology related issues, including, but not limited to desktop and network environments and peripheral devices
Strong organizational and time management skills to support customer processes and techniques.
Advanced analytical skills.
Ability to solve advanced problems.
Advanced competency in MS Office Suite and ticketing systems such as ServiceNow
Independently resolves customer and Tier I escalations
Escalates the most complex issues to Tier III
Advanced customer service, strong organizational skills and strong interpersonal skills with Tier I agents.

Responsibilities

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.
Promotes system security and patient confidentiality and helps ensure compliance.
Provides second level assistance to Level 1 Service Desk analyst.
Service Desk Analyst II has the knowledge and availability to handle special project that are assigned to Service Desk.
Ability to handle escalations from Service Desk Levell 1 analyst.
Provides after hours and on-call support as needed.
Maintains and protects confidentiality regarding all aspects of patient care and employee information.
Performs other duties as assigned.