Service Desk Analyst II
About the role
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.
Responsibilities
- Maintains confidential information and prevents unauthorized disclosure of such information and exhibits tact and sensitivity in all communication.
- Works with other team members and departments to solve problems.
- Participates in Entity and Department wide initiatives for patient and employee safety.
- Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
- Continually seeks training and knowledge. Stays abreast of the continually changing Penn Medicine IS environment. Is self-motivated in managing own course of training.
- Provides assistance and education to