Overall Purpose
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 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
Essential Functions
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
Knowledge, Skills, and Abilities
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.
Experience
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
Education
High school diploma or G.E.D
Hourly Pay Rate Range: $20.00 - $25.00
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*This position is on-site in Henderson, NV
Essential Functions
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
Knowledge, Skills, and Abilities
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.
Experience
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
Education
High school diploma or G.E.D
Hourly Pay Rate Range: $20.00 - $25.00
#J-18808-Ljbffr