Service Desk Analyst

Methodist Le Bonheur Healthcare • Remote Associate - Tennessee, TN

5d • Onsite

About The Position

Under general direction, receives, logs, analyzes, and resolves customer requests for Information System services via various communication channels. Demonstrates strong analytical and customer service skills. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

Requirements

• Knowledge of a wide range of hardware equipment and software applications.
• Comprehensive understanding of Information Systems and the functional duties of various support groups.
• Demonstrated expertise in Information Technology support commensurate with requisite Education/Training.
• Demonstrated ability to work independently and to consistently exercise sound judgement and initiative in a wide range of circumstances.
• Ability to effectively operate and troubleshoot a wide range of computer operating systems, applications and system management software tools.
• Must be able to communicate in verbal and written communications. Typical mediums of communications include face-to-face dialogue, telephone, memos, and electronic mail.
• Ability to interpret equipment status indicators to determine appropriate operating conditions. Indicators may include visual and/or auditory techniques or queues.
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation.
• Ability to type with accuracy, while simultaneously conversing with customers over the telephone.
• Ability to exhibit a customer-oriented and professional demeanor at all times.

Nice To Haves

• End-user support 1-3 years
• Technical support call center or help desk 1-3 years
• Microsoft Certified Technology Specialist Microsoft

Responsibilities

• Provides Tier 1 customer support by directly responding to customer requests for service.
• Assigns calls to the appropriate support groups or individual.
• Monitors processes and the status of various systems.
• Ensures that Help Desk system databases contain accurate information.
• Develops and maintains process resolution documentation, flow sheets, and procedural references.

What This Job Offers

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