Service Desk Analyst

Overview

Service Desk Analyst provides initial technical support for all areas within IT. This position will respond to service desk tickets through online portal, email, telephone, or in-person. They will assess the nature of problems and resolve basic support issues and troubleshoot software and hardware troubles on workstations, mobile phones, business applications and other general IT areas. They will actively monitor ticket queues and incoming requests to ensure fast and accurate response.

The position will ensure all incidents and service requests are promptly escalated across IS support teams per policy and procedures, as required.

This position is on-site in Henderson, NV.

• Identifies, diagnoses, tracks, and resolves software and hardware issues to ensure optimization of technology environments
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and e-mail, Internet, and local-area network access problems.
• Escalates service desk tickets or IS requests to appropriate entity
• Maintains accurate end user and issue information in the Service Desk tracking system according to policies and standards.
• Effectively communicates solutions to end-users
• Ensure Service Level Agreements (SLAs) for service desk are met
• Provides remedial training to customers as needed
• Serves as liaison between IS and Business areas
• Documents and reports system issues to managers/supervisors
• Keeps management informed of service disruptions and outages.
• Maintains confidentiality regarding information being processed, stored or accessed by the system.
• Provides one-on-one end-user problem resolution in-person or over the phone for approved software.
• Coordinates and tracks the delivery, set up, and configuration of end-user IT hardware, software, and peripherals.
• Helps support the IT department’s objectives by asset tracking and troubleshooting
• Contributes to team effort by accomplishing related results as needed

• Strong verbal and written communication skills are required.
• Knowledge of Service Desk workflows
• Knowledge of ITIL framework
• Knowledge of core Microsoft business applications, Word, Excel, Outlook, etc.
• Customer Service
• Ability to provide product documentation and training
• Ability to identify and troubleshoot potential issues and participate in their resolution with highest customer satisfaction.
• Ability to work a flexible schedule to meet the needs of the group growth and expansion
• Work independently as well as in a group setting.
• Ability to multi-task

• 1+ years of Service Desk experience
• 2+ years of customer service experience
• IS Service Desk experience in a healthcare setting preferred
• Experience and knowledge of ITIL framework preferred

• High school diploma or G.E.D