Service Desk Analyst

Description

The Service Desk Analyst (SDA) will support MRO’s internal employee base and external customers with technical assistance, administration, configuration, and provisioning of hardware and software across our internal systems and healthcare products. The SDA is a “Tier 1” resource and is envisioned for a new or emerging professional with 1-5 years of existing experience and a broad interest in technology platforms.

The SDA’s primary functions, detailed below, include handling a broad scope of end-user and customer support tickets, including intake of issues into our JIRA Service Management Platform, identity management functions, device troubleshooting, and support of our proprietary healthcare applications.

Major Responsibilities:

• End-User Support Ticketing: The SDA role will receive items submitted via our internal employees and external customers via our JIRA Service Management support portals and via telephone intake. Responsibilities include adequately identifying and classifying the issue (“ticket coding”), performing best steps to resolve using existing knowledge and/or documentation, and either resolving or escalating the issue to our “Tier 2” Support teams.
  
  Maintaining thorough, accurate, and timely ticket updates to reporters is essential.
• User Management: The SDA will frequently utilize a suite of technology platforms related to user management functions, including AD Manager, Entra , and our suite of proprietary healthcare applications. Typical activities involve administrative requests to add, remove, or modify access. Some activities require additional approval from parties within and outside of the Support organization.
• Troubleshooting and Remote Resolution: The SDA role is the first resolving party for the MRO technology organization and is a critical component to ensuring trouble tickets are closed promptly, accurately, and professionally for both internal employees and external customers. The SDA will utilize remote access tools to remotely connect and resolve issues reported or engage in direct phone calls or scheduled support sessions with issue reporters.
  
  While the primary goal is always to work to resolve an issue, the Service Desk is a fast-paced and high-volume team that requires individuals capable of differentiating between resolvable issues and those that would be better escalated. Excellent attention to detail and note taking within the ticket is required to make the escalation process easier for both our internal team members and customers.
• Onboarding and Offboarding: The SDA role is vital to our employee lifecycle activities and is the responsible entity for ensuring that new MRO team members are provisioned the proper user accounts and access prior to their start date and terminated team members’ accounts are terminated within our agreed time frames to comply with internal and external regulations. The SDA role works with partners in Desktop Support and a third-party provisioning entity to facilitate the delivery of required hardware to new hires as well as a collection mechanism for retrieving hardware from terminated team members.

General

Skills:

• Strong customer service skills. Knack to make every interaction a positive one for MRO employees.
• Capability to learn new applications quickly, ask questions, and utilize all sources of knowledge (peers, documentation, media, AI) to grow proficiency.
• Capability to adhere to communicated processes and policies.
• Good communication skills in both written and verbal formats.
• Collaborator able to work with peers across various technical competencies to advance shared goals, resolve differences in technical opinions, understand nuance and perspectives between roles, and be open…