Service Desk Analyst

OU Health•Oklahoma City, OK

About The Position

The Service Desk Analyst I provides support for technology and clinical-related incidents and requests reported to the OU Health ETS service desk. The role conducts initial assessment, triage, research, and resolution of IT incidents and requests involving application software and infrastructure components, including desktops, mobile devices, and related peripherals. The analyst gathers information through customer conversations, uses support tools, and engages additional service resources when needed. Issues beyond the analyst’s scope are referred in a timely manner to other service resources or escalated to the appropriate IT team. The analyst provides a professional, customer-focused support experience, serves as a single point of contact, and tracks incidents and requests through resolution. The position also documents solutions, maintains knowledge resources, builds familiarity with corporate, division, and facility-specific products, protects confidential patient and employee information, and provides after-hours and on-call support as needed.

Requirements

Graduate of a technical/trade school or an associate degree.
0–3 years of experience.
Obtain HDI Support Center Analyst (HDI-SCA) certification within 12 months of employment.
Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology.
Ability to learn to resolve technology-related issues, including desktop and network environments and peripheral devices.
Demonstrated ability to learn customer support processes and techniques.
Strong analytical skills.
Ability to solve basic problems.
Competency in MS Office Suite and ticketing systems such as ServiceNow.
Demonstrated ability to provide strong customer service skills.

Responsibilities

Use appropriate categories when logging incidents and requests.
Create a positive customer support experience and build strong relationships by understanding problems, ensuring timely resolution or escalation, communicating progress promptly, and interacting professionally.
Ensure the end-to-end customer experience and provide a single point of contact for customers.
Analyze and resolve incidents and requests involving application software or hardware.
Log and track incidents and requests from identification through resolution.
Follow up with other service resources to ensure incidents are resolved, requests are filled, and customer communication is complete.
Document resolutions and update self-help and staff knowledge bases.
Develop general knowledge of corporate, division, and facility-specific products to improve first-contact resolution.
Provide after-hours and on-call support as needed.
Maintain and protect confidentiality regarding patient care and employee information.
Perform other duties as assigned.