Service Desk Analyst

Methodist Le Bonheur Healthcare • Memphis, TN

2d

About The Position

Under general direction, the Service Desk Analyst receives, logs, analyzes, and resolves customer requests for Information System services through various communication channels. The role provides Tier 1 customer support, demonstrates strong analytical and customer service skills, and models behavior consistent with MLH’s Mission, Vision, and Values. The analyst helps maintain accurate Help Desk system information and develops and maintains process resolution documentation, flow sheets, and procedural references. The position has no lead or supervisory responsibilities. It is generally performed in an office or administrative environment without substantial exposure to adverse environmental conditions.

Requirements

• Required: Associate degree in computer sciences.
• 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 Information Technology support expertise commensurate with education and training.
• Ability to work independently and exercise sound judgment and initiative in a wide range of circumstances.
• Ability to operate and troubleshoot a wide range of computer operating systems, applications, and system management software tools.
• Ability to communicate verbally and in writing, including face-to-face, telephone, memos, and electronic mail.
• Ability to interpret equipment status indicators, including visual and auditory indicators, to determine appropriate operating conditions.
• Ability to read and understand technical manuals and other documentation to determine appropriate actions, safety precautions, and proper hardware and software operating conditions.
• Ability to type accurately while simultaneously speaking with customers over the telephone.
• Ability to maintain a customer-oriented and professional demeanor.
• Physical ability to perform activities that may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion; good balance and coordination are required.
• Ability to perform light work, exerting up to 25 pounds occasionally and/or up to 10 pounds frequently.
• Close visual acuity to prepare and analyze data and figures, transcribe, view a computer terminal, or read extensively.

Nice To Haves

• High school diploma or equivalent.
• 1–3 years of end-user support experience.
• 1–3 years of technical support call center or help desk experience.
• Microsoft Certified Technology Specialist certification.

Responsibilities

• Respond directly to customer requests for service by providing Tier 1 customer support.
• Assign calls to the appropriate support groups or individuals.
• Monitor processes and the status of various systems.
• Ensure Help Desk system databases contain accurate information.
• Develop and maintain process resolution documentation, flow sheets, and procedural references.

What This Job Offers

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