Service Desk Analyst II

Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity:
Corporate

Department: IS Service Desk

Location:

3930 Chestnut Street, Philadelphia, PA

Hours:

M-F, 8 hr days, hybrid

Summary
:

• Experienced first point of contact for Penn Medicine in providing front-line diagnosis and support for all Information Services problems and/or requests for service. Processes customer requests via phone, Intranet and e-mail with appropriate customer interaction skills. Follows documented procedures and processes. Determines the best resolution workflow from scripts in the Help Desk knowledge management system. Based on the script selected, executes key phases of resolution workflow including problem receipt, triage, resolution and closure (when possible), and problem referral to the designated resolver group.
  
  Follows established guidelines for escalating or referring issues to other analysts, resolver groups and/or management. Provides thorough documentation of all reported issues within the Help Desk tracking system. Ensures customer satisfaction with prompt action and professional customer communication. Provides ad hoc assistance to other members of the Help Desk team. Performs special projects as assigned by management.

Responsibilities
:

• Maintains confidential information and prevents unauthorized disclosure of such information and exhibits tact and sensitivity in all communication.
• Works with other team members and departments to solve problems.
• Participates in Entity and Department wide initiatives for patient and employee safety.
• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
• Continually seeks training and knowledge. Stays abreast of the continually changing Penn Medicine IS environment. Is self-motivated in managing own course of training.
• Provides assistance and education to other members of the Help Desk team.
• Actively works on help desk requests for service that are submitted by end users via phone calls, electronic interfaces (e.g. web form, Epic integration, etc.), and email.
• Demonstrates patience and the ability to remain calm under pressure and makes decisions under pressure.
• Asks end users appropriate questions to establish a clear understanding of the service request. Ensures that the end users request is accurately documented in Remedy.
• Displays good written and verbal communication skills. Demonstrates strong listening skills. Has the ability to translate complex technical details into simple, clear terms that are easy for end users to understand.
• Works cooperatively with end users, co-workers, and tier 2 resolvers to isolate, identify, escalate, transition and resolve end user requests for service.
• Can prioritize urgency of calls and actions as documented in knowledge management scripts.
• Effectively transitions problems to tier 2 resolvers as documented in knowledge management scripts.
• Adheres to documented management escalation procedures.
• Is able to quickly recognize when to request assistance from another help desk resource in order to provide a timely understanding of the end user service request.
• Performs other duties as assigned/required by management.
• Meets service levels for service request handling rates, average talk time, first call resolution rates and average speed of answer as documented by Help Desk standards.
• Adheres to talk time standards in high call-volume situations.
• Makes recommendations to improve Help Desk processes. Works with management to document process improvements.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department,…