Service Desk Analyst - Information Technology - Flex ; biweekly

In an environment of continuous quality improvement, the Service Desk Analyst is responsible for providing quality first-level support to IT users and employing a high degree of customer service, technical expertise and timeliness. This position is responsible for maintaining a knowledge base to optimize problem resolution, tracking calls and entering solution data and following through on resolution with end users.

The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.

Job Functions:

Fields incoming requests to the Service Desk via telephone, e-mail, and in person when needed to ensure courteous, timely and effective resolution of end user issues.

Documents all pertinent end user identification information including name, department, contact information, and nature of problem or issue.

Prioritizes and schedules problems, escalating problem (when required) to the appropriately experienced technician.

Researches, resolves, and responds to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group.

Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.

Accesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.

Routinely contributes to the Knowledge Base.

Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity.

Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

Participates in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed.

Applies diagnostic utilities to aid in troubleshooting.

Builds rapport and elicit problem details from service desk customers.

Identifies and learn appropriate software and hardware used, and supported, by the organization.

Performs post-resolution follow ups to help requests.

Reinforces SLAs to manage end-user expectations.

Communicates effectively in both written and oral format following the AIDET model.

Serves in an on-call capacity to troubleshoot and mitigate urgent and high level system issues occurring after-hours and on weekends.

Assumes all other duties and responsibilities as necessary.

Minimum Education /Experience

Required:

High School Diploma, GED or equivalent required.

Associates Degree in CS/IT preferred.

Minimum of 1 year of experience in a service desk environment preferred.

Experience resolving escalated customer and vendor issues preferred.

Experience in healthcare information technology preferred.

MCSE Certification or A+ Certification preferred.

Special Knowledge, Skills, Training:

Knowledge of ITSM / ITIL helpful.

Knowledge of basic computer hardware.

Knowledge of Citrix and VPN.Strong listening, verbal, and written communication skills.

A strong sense of urgency and the ability to multi-task effectively with attention to details.

Well-developed organizational, communications and time management skills.

A strong business maturity and professionalism is essential.

Ability to troubleshoot, analyze and resolve customer concerns.

High technical aptitude and strong PC literacy skills including function and capabilities.

Ability to work independently as well as part of a team and function well under pressure.

Basic typing skills.

Extensive application support experience with Microsoft.

Working knowledge of a range of diagnostic utilities.

Experience with desktop and server operating systems.

Familiarity with the fundamental principles of ITIL.Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Strong documentation skills.

Fluent English language skills.

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving…