Service Desk Analyst- Part Time

Dayton Children's Hospital

80d

About The Position

The Service Desk Analyst provides world class front line support for customer issues including daily responsibility for receiving, tracking, analyzing and resolving reported issues. The analyst receives customer reported issues primarily by answering the service desk phone hotline but may receive support requests via other methods. The analyst tracks customer issues, at the time of the call, using the IT ticket tracking system according to departmental procedures and ITIL processes. The analyst is responsible for providing immediate problem analysis and resolution for the majority of received issues; escalating to more senior resources as required. The analyst is responsible for providing excellent customer service using varied communications techniques. The analyst will be responsible for ticket documentation, incident notification and reporting, customer surveys and meeting productivity targets related to issue processing/resolution. Other duties the analyst will perform include initial problem identification/resolution of reported issues involving hospital applications such as Microsoft Office/Office 365, Epic, Citrix, Virtual Desktop Infrastructure and printer configuration in collaboration with other support/network analysts. The analyst will assist with monitoring infrastructure alerting systems as required. The analyst may perform daily computer operation duties including system monitoring, backup/restore tasks, report processing and other tasks as required. The analyst is expected to possess a wide variety of hardware and software knowledge and maintain basic IT certifications as required by the position. The analyst may be required to provide assistance to support analysts or off-shift coverage as requested by management.

Requirements

• High School Diploma required.
• Customer Service experience required.
• IT Service Desk Customer Service preferred.
• Hardware/software knowledge preferred.
• Documentation or ticketing system experience preferred.
• Demonstrable experience in a service desk or technical support role.
• Strong knowledge of IT systems, software, and hardware fix.
• Exceptional problem-solving skills.
• Good communication skills, both written and verbal.
• A collaborative spirit.

Responsibilities

• Provide front line support for customer issues.
• Receive, track, analyze, and resolve reported issues.
• Answer service desk phone hotline and other support requests.
• Track customer issues using the IT ticket tracking system.
• Provide immediate problem analysis and resolution.
• Escalate issues to more senior resources as required.
• Document tickets and incidents.
• Conduct customer surveys and meet productivity targets.
• Identify and resolve issues involving hospital applications.
• Assist with monitoring infrastructure alerting systems.
• Perform daily computer operation duties.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees