The Service Desk Analyst is part of the Service Desk Group. This position works collaboratively with other technicians in a team environment to provide quality customer service.
Essential Functions and Responsibilities of the Job
* Provide 1st tier problem resolution for PC Hardware, software and network issues. * Provide 1st tier problem resolution for Telephone and Pager issues. * Adhere to company Service Desk (Help Desk) Best Practices to perform daily operations and provide customer support. * Reference system and application support documentation for customer support. * Work with remote control tools to resolve customer issues. * Document change and problem requests in the call tracking system. * Assign unresolved PC and Telecom issues to 2nd tier support resources within applicable service level agreements. * Escalate service requests and change orders that may require additional resources for timely closure or escalated priority. * Monitor servers using Network Management tools. * Notify end users of planned and unplanned Outages/Events. * Undertake ad-hoc assignments as required so as to react quickly and positively to new or emergent situations. * Comply with all IS Policies, Procedures and Standards, including: Network/Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI). * Perform Quality Management System and Customer Satisfaction Responsibilities fully without any exception or deviation. * Be at work and be on time * Follow company policies, procedures and directives * Interact in a positive and constructive manner * Prioritize and multitask
* Solid analytical and problem-solving skills * Good communications skills, both verbal and written * Ability to resolve typical computer/telephony issues over the phone * Working knowledge of customer software systems to facilitate issue resolution
* Associate Degree in Computer Science or related field or equivalent experience * Two plus years experience in supporting PCs in a networked environment (requirements could be waived for suitable trainee candidate) * A certification, MCP, or CAN preferred
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