Senior Service Desk Analyst

Position Title:
Senior Service Desk Analyst
Department:
Information Systems
Job Description:
General Description:
The Service Desk Senior Analyst provides support for technology-related incident resolution and requests reported to the Service Desk. Serves as a key technical/clinical IT resource for support of a broad set of technical/clinical and business applications.
Primary point of contact for Level II analyst escalations. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.
Essential Responsibilities:
Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals.
• Collaborate with multidisciplinary team members to provide the very best support to our clinicians.
• Responsible for the development of knowledgebase articles for new Service Desk process.
• Addresses and resolves escalated incidents and requests from Level II analyst.
• Engages other Service Desk resources such as Service Desk Leadership to resolve incidents that are beyond the scope of their ability or responsibility.
• Exhaust all means of ticket/issue resolution before escalating.
• Take initiative to address issues that may arise outside of normal scope of work.
• Work with Service Desk Leadership for the end-to-end management of problem investigations by facilitating root cause analysis and progressing the implementation of corrective actions.
• Responsible for L3 escalation and supporting the Level 1 and Level 2 analyst.
• Build relationships to promote a collaborative environment with the application teams.
• Responsible for the development of processes and procedures of all new and upgrade applications, own and execute technology implementation projects.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Responsible for training new hires.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Provides after hours and on-call support as needed

General Responsibilities:

• Performs other duties as assigned

Minimum Qualifications:
Education: High School. Bachelor's degree or equivalent experience preferred.
Experience: 5 plus years work experience in a Technical and or Clinical IT support role.
License(s)/Certification(s)/Registration(s) Required: HDI Help Desk certifications or equivalent to acquire within 12 months from hire.
Knowledge, Skills and Abilities:

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Proficiency in addressing and resolving technology related issues, including, but not limited to desktop and network environments and peripheral devices.
• Demonstrated ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency in MS Office Suite and ticketing systems such as ServiceNow.
• Clinical operations and process understanding.
• Medical imaging operations and process understanding.
• Understands pertinent JCAHO, MQSA, HIPAA and ACR guidelines.
• Demonstrates ability to establish and build strong relationships across a broad range of personality types.

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.