Service Desk Analyst II

About the role

The Service Desk Analyst II provides support for technology-related incident resolution and requests reported to the service desk. The Service Desk Analyst II also serves as a key technical/clinical IT resource for support of a broad set of technical /clinical and business applications. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst II is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. The Service Desk Analyst II serves as a second level technical/assistance for the Service Desk Analyst I. Level II handles issues escalated by Level 1.

Responsibilities

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Provides second level assistance to Level 1 Service Desk analyst.
• Service Desk Analyst II has the knowledge and availability to handle special projects that are assigned to Service Desk.
• Ability to handle escalations from Service Desk Level 1 analyst.
• Provides after hours and on-call support as needed.
• Maintains and protects confidentiality regarding all aspects of patient care and employee information.
• Performs other duties as assigned.

Requirements

• Education: Graduate of a Technical/Trade School or Associate's Degree required.
• Experience: 3-5 years of experience required.
• License/Certification: HDI Support Center Analyst (HDI-SCA) required within 12 months of employment.

Skills

• Demonstrates understanding of Corporate, Division, and Facility-specific applications, technology, and terminology.
• Proficiency in addressing and resolving technology related issues, including, but not limited to desktop and network environments and peripheral devices.
• Strong organizational and time management skills to support customer processes and techniques.
• Advanced analytical skills.
• Ability to solve advanced problems.
• Advanced competency in MS Office Suite and ticketing systems such as ServiceNow.
• Independently resolves customer and Tier I escalations.
• Escalates the most complex issues to Tier III.
• Advanced customer service, strong organizational skills and strong interpersonal skills with Tier I agents.

Benefits

We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.