IT Service Desk Analyst
Role details
Job location
Tech stack
Job description
This position provides world class customer service for users needing technical support and guidance. The IT Service Desk Analyst has a passion for technology, is self-motivated and a strong desire to help people. As the first point of contact for incidents and user requests, there is an aptitude and responsibility for initial diagnosis, resolution, and escalation based on documented processes and procedures. This position serves as a contact to ensure that IT issues are resolved in a timely and efficient manner; provide end to end technical support; and oversee technical support for all Avera employees. Strong communication skills and an ability to translate IT concepts to a diverse audience with various levels of computing skill.
What you will do
- Demonstrates an ability to understand the customer's needs through developed listening, critical thinking, and trouble shooting skills.
- Logs all issues and requests into ticketing system, documents solutions in a presentable style that is simple for customers to understand and follow; includes all pertinent facts on the customer and troubleshooting steps that have been attempted to solve issues in support tickets, particularly for tickets that need to be transferred to higher support tiers; works to eliminate recurring problems.
- Provide prompt, professional IT customer support via phone, email, and other communication channels within a specific time frame to provide a defined level of service and availability to the customer.
- Identifies and escalates situations requiring urgent attention per established procedures.
- Utilizes, maintains, and provides recommendations for the IT Knowledgebase to enhance staff effectiveness with issue identification and resolution.
- Develops technical knowledge and skill level, applies troubleshooting skills to resolve customer issues and to recommends system and/or process improvements.
- Successfully troubleshoots issues both independently and in collaboration with all available resources and support teams.
- Monitors and contributes to the team effort; accountable for individual workload and delivers against agreed-upon goals, targets, and SLA's.
- Keeps peers and end-users informed of wide-reaching problems, unexpected delays, and changes in the environment that will impact customers.
Requirements
The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.
Preferred Education, License/Certification, or Work Experience:
- Associate's in a related field
- 1-3 years Experience and/or training
Expectations and Standards
- Commitment to the daily application of Avera's mission, vision, core values, and social principles to serve patients, their families, and our community.
- Promote Avera's values of compassion, hospitality, and stewardship.
- Uphold Avera's standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
- Maintain confidentiality.
- Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
- Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.