Service Desk Analyst

Mercyhealth Wisconsin and Illinois•Janesville, WI

3d•$22 - $34•Hybrid

About The Position

The Service Desk Analyst provides phone and email support to end users for hardware and software failures. They assist end users with using the Epic EMR and other enterprise applications, and respond to service requests such as password resets or system access requests. The role involves prioritizing incidents based on end-user urgency and organizational impact, escalating issues within the department as needed, and taking ownership of incidents to ensure timely resolution. Management of end-user relationships is key to ensuring user satisfaction. The analyst will accurately log incident details and document resolutions, remotely connect to end-user workstations for troubleshooting, and regularly monitor incoming email, voicemail, and other service request channels. Additionally, they will provide documentation on new and existing applications, products, and services for the internal department Knowledge Base. The role also includes monitoring the Service Desk for tickets assigned to the queue and processing them first-in first-out based on priority. Basic hardware and application troubleshooting, basic computer operation tasks, creation of documentation for end users, and end-user training are also part of the responsibilities. Occasional travel to other Mercy locations is required.

Requirements

Associates degree in Computer Science or related area required. Two years of directly related work experience will be considered in lieu of degree
Experience with PCs, printers, networking and Microsoft operating systems required
Ability to multi-task and prioritize tasks effectively

Nice To Haves

Strong skills troubleshooting software and hardware problems beneficial
Previous customer service or contact center experience preferred
Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful
Microsoft, A+, or similar certification is preferred

Responsibilities

Providing phone and email support to end users for hardware and software failures
Assisting end users with using the Epic EMR and other enterprise applications
Responding to service requests, including password resets or system access requests
Prioritizing incidents based on end-user urgency and organizational impact
Escalation of issues within the department as needed
Ownership of incidents to ensure timely incident resolution
Management of end-user relationships to ensure user satisfaction
Accurately logging incident details and documenting resolutions
Remotely connect to end user workstations to aid in troubleshooting of issues as needed
Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels
Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Basic hardware and application troubleshooting or repair
Basic computer operation tasks as assigned
Creation of documentation for end users
End user training
Occasional travel to other Mercy locations is required