Help Desk Analyst ! IT Customer Service Phoenix Quick ! IT

This posting is for Internal candidates only. To apply, you must log into the Careers site and you must be an active Phoenix Children's Employee.

Department: CORP | IT Customer Service

Location:

Phoenix

Shift: Mon-Fri, Days, 8am-5pm

Category:
Information Technology

Posting #: 1026419

Employee Type:
Full-Time

The role of a Level I Help Desk Analyst is to provide IT related support utilizing phone, chat, email, or the ticketing system to communicate with our internal Phoenix Children’s staff. The Level I Analyst tasks entail, but are not limited to the following: systematically triaging/resolving computer hardware, applications, networks, operating systems, and other Phoenix Children’s network supported peripherals. The analyst is expected to capture customer and reported issue details during in‑take before escalating and handing off to Tier II support.

This position will report to the IT Manager of Customer Service.

• Technical Responsibilities
  • Diagnoses and resolves technical hardware and software issue using troubleshooting skills.
  • Provides complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization.
  • Researches issues using available information resources.
  • Performs continuous Ticket Triage and Routing.
  • Coordinates escalation of tickets internally, to other teams, and vendors.
• Customer Service Skills
  • Answers and logs all requests for assistance in a timely, customer-focused, and professional manner using non‑technical communication that end‑users can understand.
  • Follows IT and Hospital policies and procedures as they relate to information technology (access requests, hardware, software, etc.) and assists outside requests when necessary.
  • Provides step‑by‑step technical help, both written and verbal.
  • Follows through on user issues to completion.
  • Must be willing and able to work outside normal business hours to include night and/or weekend shifts.
  • Must be able to rotate and be flexible with their schedule.
  • Reports potential organization security risk as applicable.
• Demonstrate the following competencies
  • Demonstrates how to reset an expired password for any core IT system.
  • Documents workflows and walks peers/managers through processes.
  • Demonstrates excellent customer service skills when facing challenging situations. (This will be validated by manager listening to call recordings)
  • Walks through the process for answering a call, identifying a user, & documenting a ticket.
  • Demonstrates ability to understand how to troubleshoot all Phoenix Children's systems/equipment by using the system inventory listing.
• Performs miscellaneous job related duties as requested.

This position is only accepting internal candidates. If you are a Phoenix Children's employee, please Log In to apply to this position.