Service Desk Analyst

Mercyhealth • Janesville, WI

1d

About The Position

The Service Desk Analyst provides phone and email support to end users experiencing hardware or software failures and assists them with Epic EMR and other enterprise applications. The role handles service requests, prioritizes incidents according to urgency and organizational impact, escalates issues when needed, and takes ownership of incidents through timely resolution. The analyst maintains end-user relationships, documents incidents and resolutions, monitors incoming support channels, and processes tickets assigned to the Service Desk queue on a first-in, first-out basis according to priority. Duties also include basic hardware and application troubleshooting or repair, end-user documentation and training, and occasional travel to other Mercy locations. The position requires supervision.

Requirements

• Associate degree in Computer Science or a related area, or two years of directly related work experience in lieu of the degree.
• Experience with PCs, printers, networking, and Microsoft operating systems.
• Ability to multitask and prioritize tasks effectively.

Nice To Haves

• Strong hardware and software troubleshooting skills.
• Previous customer service or contact center experience.
• Experience in a health care-related field and end-user knowledge of scheduling, billing, or order entry applications.
• Microsoft, A+, or similar certification.

Responsibilities

• Provide phone and email support for end-user hardware and software failures.
• Assist end users with Epic EMR and other enterprise applications.
• Respond to service requests, including password resets and system access requests.
• Prioritize incidents based on end-user urgency and organizational impact.
• Escalate issues within the department as needed.
• Own incidents to ensure timely resolution.
• Manage end-user relationships to support user satisfaction.
• Accurately log incident details and document resolutions.
• Remotely connect to end-user workstations to troubleshoot issues as needed.
• Monitor incoming email, voicemail, and other lower-priority service request and failure channels.
• Create documentation on new and existing applications, products, and services for the internal department Knowledge Base.
• Monitor tickets assigned to the Service Desk queue and process them first-in, first-out based on priority.
• Perform basic hardware and application troubleshooting or repair and basic computer operation tasks as assigned.
• Create end-user documentation and provide end-user training.
• Travel occasionally to other Mercy locations.

Benefits

• Medical, dental, and vision insurance.
• Life and disability insurance.
• FSA/HSA options.
• Generous, accruing paid time off.
• Paid parental and caregiver leave.
• Career advancement and educational opportunities.
• Tuition and certification reimbursement.
• Well-being programs.
• Employee discounts.
• On-demand pay.
• Financial education.
• Annual recognition and awards events.
• Partner appreciation days.
• Family entertainment and attractions discounts.
• Community service and improvement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree