Service Desk Analyst III
Adena Health System, Chillicothe, OH, United States
JOB DESCRIPTION
The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregiver can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands‑on help when needed.
Position Summary The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregiver can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands‑on help when needed.
Minimum Qualifications
Required Educational Degree: High School Diploma or GED
Preferred Education: Bachelor’s Degree
Required Experience: 1-2 years’ experience related to customer service, help desk or service desk.
Preferred Experience: 3-5 years of related customer service, help desk or Service Desk experience.
Job Specific Knowledge, Skills & Abilities
Able to work in a team oriented, collaborative environment with a strong customer service focus.
Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices.
Able to be self‑motivated and directed, to effectively prioritize and execute tasks in a high‑pressure environment.
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows.
Able to communicate to and work with senior management and caregiver.
Able to build rapport with a variety of personality types and users at all levels.
Exposure to or knowledge of ITIL practices.
Email architecture, services and protocols, Outlook configurations.
VDI, VPN Client, and Web.
Participates in on‑call 24x7 on‑call rotation with support team.
Leads small to medium sized projects and provides stakeholders with status reports regarding project assignments.
Knowledge of ITIL Framework.
Job Specific Essential Functions
Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise statements, policies and procedures, operating instructions, confidentiality standards and code of ethical behavior.
Performs tier 2 support – phone and email support to caregivers for hardware and software failures.
Assists end users with using the EMR and other enterprise applications.
Responds to service requests, including password resets or system access requests.
Prioritizes incidents based on end‑user urgency and organizational impact.
Owns incidents to ensure timely incident resolution.
Manages end‑user relationships to ensure caregiver satisfaction.
Accurately logs incident details and documents resolutions.
Remotely connects to end user workstations to aid in troubleshooting of issues as needed.
Monitors Service Desk for tickets assigned to the queue and processes first‑in, first‑out based on priority.
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Position Summary The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregiver can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands‑on help when needed.
Minimum Qualifications
Required Educational Degree: High School Diploma or GED
Preferred Education: Bachelor’s Degree
Required Experience: 1-2 years’ experience related to customer service, help desk or service desk.
Preferred Experience: 3-5 years of related customer service, help desk or Service Desk experience.
Job Specific Knowledge, Skills & Abilities
Able to work in a team oriented, collaborative environment with a strong customer service focus.
Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices.
Able to be self‑motivated and directed, to effectively prioritize and execute tasks in a high‑pressure environment.
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows.
Able to communicate to and work with senior management and caregiver.
Able to build rapport with a variety of personality types and users at all levels.
Exposure to or knowledge of ITIL practices.
Email architecture, services and protocols, Outlook configurations.
VDI, VPN Client, and Web.
Participates in on‑call 24x7 on‑call rotation with support team.
Leads small to medium sized projects and provides stakeholders with status reports regarding project assignments.
Knowledge of ITIL Framework.
Job Specific Essential Functions
Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise statements, policies and procedures, operating instructions, confidentiality standards and code of ethical behavior.
Performs tier 2 support – phone and email support to caregivers for hardware and software failures.
Assists end users with using the EMR and other enterprise applications.
Responds to service requests, including password resets or system access requests.
Prioritizes incidents based on end‑user urgency and organizational impact.
Owns incidents to ensure timely incident resolution.
Manages end‑user relationships to ensure caregiver satisfaction.
Accurately logs incident details and documents resolutions.
Remotely connects to end user workstations to aid in troubleshooting of issues as needed.
Monitors Service Desk for tickets assigned to the queue and processes first‑in, first‑out based on priority.
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