Service Desk Analyst; I or II

Position: Service Desk Analyst (I or 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 Services

** Department** : IS-Service Desk

** Location** : 3930 Chestnut Street

** Hours** :
Remote, M-F, 1:30pm - 10pm

This position is based in Philadelphia but is eligible to be performed remotely from within PA/NJ/DE/MD.

** Summary** :

This position is posted at  _2_  levels based on experience:

+  _Service Desk Analyst I_

+  _Service Desk Analyst II_

Candidates will be aligned to the appropriate level based on experience and qualifications.

** Service Desk Analyst I*
* *
* Position Summary:

*
* 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.

** Accountabilities:*
* + Provide excellent services through phone to IT users for basic end user related hardware's and software's, desktop related network systems.

+ Configuration and resetting the network access accounts whenever required.

+ Installation of new hardware's and software's.

+ Processing software's and hardware's by coordinating user setups, installations and upgrades.

+ Provide training to end users.

+ Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

+ Other duties as assigned to support the unit, department, entity, and health system organization

** Minimum Required

Education and Experience:

*
* + HS Diploma is required.

+ 1+ years of experience in an IS help desk or call center environment or technical support/customer service preferred

+ 1+ years prior experience in healthcare environment preferred

** Licenses, Registrations, and

Certifications:

*
* + IS industry technical certification, IS Trade or Technical program completion

** Service Desk Analyst II*
* *
* Position 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.

** Accountabilities:*
* + Maintains confidential information and prevents unauthorized…