Position Summary:
The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled
support to implement effective technology and information best practices. To ensure proper
computer operation so that caregiver can accomplish business tasks. This includes actively
resolving escalated caregivers help requests within established SLAs. Problem resolution may
involve the use of diagnostic and help request tracking tools, as well as require that the
individual give in-person, hands-on help when needed.
Minimum Qualifications
Required Educational Degree: High School Diploma or GED
Major/Area of Concentration:
Preferred Education: Bachelor’s Degree
Required Certifications, Credentials and Licenses:
Preferred Certifications, Credentials and Licenses:
Required Experience: 1-2 years’ experience related to customer service, help desk or service desk.
Preferred Experience: 3-5 years related Customer service, help desk or Service Desk experience.
Job Specific Knowledge, Skills & Abilities
Able to work in a team oriented, collaborative environment with a strong customer service focus
Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices.
Able to be self-motivated and directed, to effectively prioritize and execute task in a high-pressure
environment.
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows.
Able to communicate to and work with senior management and caregiver.
Able to build rapport with a variety of personality types and users at all levels.
Exposure to or knowledge of ITIL practices.
Email architecture, services and protocols, Outlook configurations.
VDI, VPN Client, and Web.
Participates in on-call 24x7 on-call rotation with support team Leads small to medium sized projects and
provides stakeholders with status reports regarding project assignments.
Knowledge of ITIL Framework
Job Specific Essential Functions
Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise
statements, policies and procedures, operating instructions, confidentiality standards and code
of ethical behavior
Performs tier 2 support-phone and email support to caregivers for hardware and software
failures.
Assists end users with using the EMR and other enterprise applications.
Responding to service requests, including password resets or system access requests
Prioritizes incidents based on end-user urgency and organizational impact.
Ownership of incidents to ensure timely incident resolution.
Management of end-user relationships to ensure caregiver satisfaction.
Accurately logging incident details and documenting resolutions. l
Remotely connect to end user workstations to aid in troubleshooting of issues as needed.
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.