Service Desk Analyst - IM Service Desk

CHRISTUS Health•San Antonio, TX

About The Position

The Service Desk Analyst supports the functional and operational efficiency of Information Management and the Service Support Division. The analyst owns resolution of first-level customer service requests related to hardware and software, using problem-solving, communication, and interpersonal skills, along with a patient, positive, customer-friendly attitude in a team environment. The role is customer-service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computer resources. The analyst supports the business goals and objectives of the Service Desk, the Service Support Division, Information Management, and CHRISTUS as a whole. The position requires cooperation with other personnel and workgroups, ongoing self-development, and behaviors aligned with the CHRISTUS Mission, Core Values, and Vision.

Requirements

High school diploma.
Excellent problem-solving, communication, and interpersonal skills.
Patient, positive, customer-friendly attitude and strong customer service orientation.
Ability to work cooperatively with personnel and workgroups and pursue ongoing self-development.

Responsibilities

Provides timely first-level hardware and software technical support, including password resets, through phone calls, emails, and self-service tickets while delivering Five-Star Customer Service.
Treats customers politely, courteously, and in a friendly manner, acknowledges them promptly, determines their needs, and helps resolve issues or requests.
Participates in departmental programs that promote and deliver exceptional customer service.
Helps customers understand and appropriately use software tools, applications, and equipment, including MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers.
Answers customer questions and concerns about system operations, assesses issues, resolves them proactively, and escalates when necessary.
Identifies the appropriate higher-tier or second-level support group when first-call resolution is not achieved.
Follows Service Desk policies, procedures, and guidelines for processing, escalating, notifying, and closing customer calls.
Documents resolutions and actions in the ticketing system, including incident details, customer and hardware information, troubleshooting, and final resolution; communicates resolution or escalation to the customer.
Manages Support Teams Service Desk dockets to ensure customer SLAs are followed.
Follows up with internal and external support technicians and analysts for ticket status updates.
Creates Knowledge Base Articles and Wiki entries to support resolution of recurring issues by Information Management support teams.
Assists Service Desk Analyst II and III staff and second-level support analysts in evaluating change-management resolutions for new products and technologies.
Serves as a liaison between the Information Management Department and customers.
Performs other duties and special projects as assigned by Service Desk Team Leads, the Service Desk Supervisor, or the Service Desk Manager.