Service Desk Analyst II

Excellus BCBS•Albany, NY

About The Position

Summary: The Service Desk Analyst is specific to the Service Desk Function at Excellus through the IT Help Desk. The Service Desk Analyst’s role is to ensure resolution, reporting, and triage for the Information Technology Division regarding all IT problems and requests. This position provides on-call rotation support 24x7x365 along with on-site departmental coverage during both core and non-core hours including nights, weekends, and holidays as deemed necessary by Management. Essential Primary Responsibilities/Accountabilities: Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution. Provides first-line investigation and diagnosis. Communicates with users, keeping them informed of incident progress, as well as notifying them of upcoming changes or outages. Resolves incidents and/or requests regarding desktop and laptop PCs, virtual desktops, printers, scanners, operating systems, mainframe, web and LAN applications, network issues, remote connectivity, mobile devices, VPN home support, wireless issues and security access problems. Installs and configures standard software and PC drivers remotely. Keeps abreast of all software and hardware used and supported by the organization. Works closely with all IT areas (ex: Security, Network, Systems, Application Development, Desktop) throughout The Lifetime Healthcare Companies. Keeps management and peers informed of "real time" issues and/or problems and completes tasks in a timely manner as per the IT service level agreements. Provides direction and oversees Intern/Contract/Temp help as needed. Prepares and maintains clearly written documentation (of processes) for use by Help Desk, other support departments, and end users. Leads smaller size projects as directed by Management. Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values and adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs. Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. Regular and reliable attendance is expected and required. Performs other functions as assigned by management. Level II Proficient in supporting/troubleshooting all applications and hardware within the organization. Responsible for maintaining the integrity of the Knowledge articles. Ability to mentor other team members as needed, including new hires. Ability to independently properly diagnose and engage resolver groups for higher severity issues. Ability to achieve above average metrics in First Call Fix, After Call, and Call duration Ability to independently resolve more complex issues requiring detailed systems and applications knowledge Ability to independently identify trends in issue reporting and come up with preventative solutions or actively engage the proper resolver groups. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Exceptional written and verbal communication skills Exceptional ability to multitask Trusted to have full autonomy to deliver predefined accountabilities. Makes decisions requiring significant analysis and interpretation. Including, but not limited to, modifying methods, techniques, and procedures to achieve desired results. Meets personal and company goals. Continues learning and training on new technologies.

Requirements

Ability to conduct independent research into a wide range of computing issues as required.
Excellent customer service skills.
Experience working in a team-oriented collaborative environment.
This job requires shift work to ensure appropriate operations of the Health Plan computing environment 24x7x365.
Must possess the ability to sit for long periods and view information on computer monitor.
Willingness to provide on-call 24x7x365 support, some weekend work.

Responsibilities

Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution.
Provides first-line investigation and diagnosis.
Communicates with users, keeping them informed of incident progress, as well as notifying them of upcoming changes or outages.
Resolves incidents and/or requests regarding desktop and laptop PCs, virtual desktops, printers, scanners, operating systems, mainframe, web and LAN applications, network issues, remote connectivity, mobile devices, VPN home support, wireless issues and security access problems.
Installs and configures standard software and PC drivers remotely.
Keeps abreast of all software and hardware used and supported by the organization.
Works closely with all IT areas (ex: Security, Network, Systems, Application Development, Desktop) throughout The Lifetime Healthcare Companies.
Keeps management and peers informed of "real time" issues and/or problems and completes tasks in a timely manner as per the IT service level agreements.
Provides direction and oversees Intern/Contract/Temp help as needed.
Prepares and maintains clearly written documentation (of processes) for use by Help Desk, other support departments, and end users.
Leads smaller size projects as directed by Management.
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values and adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Regular and reliable attendance is expected and required.
Performs other functions as assigned by management.
Proficient in supporting/troubleshooting all applications and hardware within the organization.
Responsible for maintaining the integrity of the Knowledge articles.
Ability to mentor other team members as needed, including new hires.
Ability to independently properly diagnose and engage resolver groups for higher severity issues.
Ability to achieve above average metrics in First Call Fix, After Call, and Call duration
Ability to independently resolve more complex issues requiring detailed systems and applications knowledge
Ability to independently identify trends in issue reporting and come up with preventative solutions or actively engage the proper resolver groups.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Exceptional written and verbal communication skills
Exceptional ability to multitask
Trusted to have full autonomy to deliver predefined accountabilities.
Makes decisions requiring significant analysis and interpretation. Including, but not limited to, modifying methods, techniques, and procedures to achieve desired results.
Meets personal and company goals.
Continues learning and training on new technologies.