Service Desk Analyst

The Service Desk Analyst provides Service Desk assistance and technical support via phone, email and ITSM application to resolve IS related customer requests. Monitors system alerts and processes all Operations jobs and distributes reports within the assigned shift as required.

• Provides Tier 1 Service Desk support via phone, email and ITSM application for IS requests to resolution at first call.
• Provides Tier 2 Service Desk support for complex issues and escalates issues to Senior/Lead Service Desk Analysts as appropriate.
• Documents, tracks, and monitors the incidents to ensure timely resolution.
• Troubleshoots using experience and judgement, standard work instructions and remote tools to manage and resolve requests and achieves Service Desk goals.
• Monitors server alerts, network alerts, sensor alerts and other systems and works with Technical Support Partners to resolve problems as directed.
• Works with and monitors the performance of Technical Support Partners to ensure requests are resolved in a timely manner.
• Communicates problems and status updates to ISD on-call resources, ISD leadership, and organization as appropriate using documented standard work instructions or as directed.
• Notifies staff required to resolve issues via preferred contact methods (pager/cellphone) and takes necessary steps to get them involved, as directed, and following established escalation procedures if necessary.
• Processes all Operations jobs and distributes reports within the assigned shift and troubleshoots operations' issues on the AS/400 and servers/network as directed.
• Other duties as required.

Technical Expertise

• Experience in providing end-user computer support is required.
• Experience in data center operations preferred.
• Proficiency in Microsoft operating systems and desktop applications or similar software is required.
• Good oral/written communication skills using proper grammar.
• Ability to create, read and follow written procedures and verbal instructions.
• Experience working with all levels within an organization is required.
• Experience in healthcare is preferred.

Education and Experience

• Education: High School Diploma or equivalent is required; College coursework is preferred.
• Certification: Help Desk Institute certification is required within 12 months.
• Years of relevant experience: Minimum of two (2) years required.
• Years of experience supervising: None.