TECHNICAL ENGINEER

Atos•Irving, SD

3d•Onsite

About The Position

Atos is seeking a Service Desk Process Analyst to provide 24/7 supervisory coverage for IT Service Desk and Desktop Support teams. The role is accountable for team performance metrics, coaching team members, acting as the primary escalation point during a shift, and leading communications during major incidents. It is associated with the Hospital Information Systems Department and is based onsite in Chicago, Illinois. The analyst supervises service desk operations to ensure consistent, high-quality customer service, including support for customers, queue and ticket workflow management, tracking open and overdue tickets, and optimizing staff coverage and the Automatic Call Distribution system. During major incidents, the analyst serves as the primary voice of IT, providing timely, accurate communications to stakeholders, executives, and the broader organization.

Requirements

Bachelor’s degree in Health Informatics, IT, Computer Science, or a related field.
Exceptional verbal and written communication skills, including the ability to explain complex technical concepts clearly and deliver accurate mass communications during incidents.
Strong people leadership and coaching capability, including the ability to develop a cohesive, high-performing team and foster accountability.
Knowledge of service desk strategy, service management best practices, relevant industry standards, call center systems, and ITSM ticketing systems.
Ability to monitor performance and optimize workflows while balancing operational demands with long-term direction and continuous improvement.
Critical thinking and problem-solving skills, including the ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements.
Strong organizational and time management skills, including the ability to manage multiple priorities while maintaining service quality and team morale.
Professionalism, accountability, calm leadership, and a team-first mindset, with a willingness to collaborate across shifts and functions.

Nice To Haves

Typically 5+ years of experience in healthcare technology.
Typically 3+ years of experience in a supervisory or leadership role.

Responsibilities

Supervise and support service desk operations to ensure consistent, high-quality customer service.
Troubleshoot customer issues and answer questions about products and services.
Manage call queues and ticket workflows, prioritizing work based on customer impact, urgency, and staff availability.
Monitor open tickets, identify overdue issues, and ensure timely and effective resolution.
Maintain high levels of customer satisfaction at every point of customer contact.
Plan and schedule IT support staff to provide optimal coverage across help desk contact points and meet service level agreements.
Monitor assignments and performance to balance workloads and meet service commitments.
Manage and optimize the Automatic Call Distribution (ACD) system, including user-level changes, data analysis, and process improvement recommendations.
Serve as the primary voice of IT during major incidents, delivering timely and accurate organization-wide communications.
Translate technical details into clear, jargon-free written and verbal updates for business stakeholders, executives, and the broader organization.
Communicate with technical subject matter experts and executive leadership when information is incomplete, while remaining calm and precise under pressure.