Service Operations Associate Analyst
About The Position
Service Operations Associate Analyst is responsible for day-to-day Service Desk Tier 1 support work that includes system monitoring and Tier 1 level troubleshooting of IT issues through Incidents, Requests, and support phone calls and/or chats. Associate Analyst follows established processes and procedures in the form of training plans, knowledge base articles and organizational documentation. Provides Customer Service to CM staff on IT related issues and communicates in an accurate and effective manner to relay information to end users, team members, and internal support teams. At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity. Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.
Requirements
- Associate's Degree in technical focus preferred and No Experience necessary/On-the-Job Training; 1 year experience in customer service strongly preferred.
- HS diploma or equivalent and 1-2 years experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, NOC, or customer service.
Nice To Haves
- Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred
Responsibilities
- Serves as the first point of contact for internal users seeking technical assistance and provides troubleshooting support on a wide variety of systems, applications, and devices.
- Provides monitoring of CM systems, network, servers, interfaces, data centers and acts on issues.
- Completes assigned training to stay up to date and in the know on existing, new, upcoming, and changing technologies to enhance technical skills for support of internal users and IT teams.
Benefits
- The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.
- Learn more about Children’s Mercy benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
