Service Desk Analyst

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

• Supporting hospital clients with basic IT customer service (portal navigation, password inquiries, etc.)
• Providing great service with a great attitude and using problem solving skills to quickly address issues

What is the shift?

• Variety of shifts available (40 hour work weeks) Every other weekend and occasional holidays required.

Qualifications

• Basic technical competencies
• Strong customer service
• Contingent on passing background check & drug screen
• Paid training provided
• Must have reliable transportation to commute to the office

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

Routine Support (90%)

• Provide 24/7/365 Tier 1 support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Utilize customer service guidelines as outlined in HDI training.
• Use client provided knowledge base and client specific procedures to resolve issues.
• Perform other duties as assigned.

Continuing Education (10%)

• Acquire and maintain a general knowledge of client and Epic applications.
• Attend professional development training as appropriate.
• Obtain necessary technology skills to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Regular and reliable attendance.

Additional Information:

Customer Focus:

• Position primarily serves external customers.

HIPAA:

• Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education: High School Diploma, GED, or equivalent

Experience: Less than 2 years

Certifications & Licenses: Valid State Drivers’ License

Skills and Abilities:

Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Foundational Computer Skills -- Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.

Foundational Communication -- Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Routine Business Problems -- Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Job Specific Impact -- Decisions generally affect own job or assigned functional area.

Foundational Judgement -- Results are defined and existing practices are used as guidelines for how to complete work activities; works closely with supervisors/manager who provides broad guidance and overall direction.

Foundational Planning / Organization -- Prioritize assigned and routine tasks. Handle appropriately.

PHYSICAL AND MENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds.

Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision,…