Service Desk Analyst Per Diem

Tucson Medical Center • Tucson, AZ

404d

About The Position

The Service Desk Analyst position at Tucson Medical Center is a per diem role focused on delivering high-quality customer service to Information Services (IS) customers. The analyst will ensure that service levels are met according to customer expectations, manage incidents and service requests, and contribute to process improvements within the team and the organization.

Requirements

• Associate's degree or equivalent from a two-year college or technical school.
• Two years of related customer service experience.
• Skill in troubleshooting and following basic triage requirements.
• Ability to respond to sensitive inquiries or complaints appropriately.
• Ability to communicate effectively via various channels.

Nice To Haves

• Experience in a healthcare environment.
• Familiarity with IT service management tools.

Responsibilities

• Ensure the delivery of services to all IS customers 24/7, 365 days a year.
• Track team incidents and tasks to conclusion in line with SLAs and quality standards.
• Provide information about incidents analysis and KPIs to management, including ticket analysis and call stats.
• Document and follow standard work and processes to triage supported applications.
• Work with Team Lead to define and use hand-off processes for issue resolution.
• Utilize knowledge management tools to provide effective service to customers.
• Participate in process improvement activities to enhance workflows and reduce resolution times.
• Train and guide other Service Desk Analysts as required.
• Create and communicate status reports according to department standards.
• Adhere to organizational and department-specific safety, confidentiality, values, policies, and standards.

Benefits

• Flexible scheduling based on availability.
• Opportunity for professional development and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: Associate degree