IT Service Desk Analyst II

The IT Service Desk Analyst II provides customer support for IT related issues reported via the phone, email, voicemail and customer submitted incidents. In this role you will communicate courteously and effectively to ensure customer and service level standards are successfully met. Anticipate and proactively respond to customer needs, making sure reported issues are documented in detail and resolved or properly assigned in ServiceNow. The Service Desk operates 24/7 365 days per year.

Please note, we are seeking candidates who are flexible to work any shift to be considered for this role, which will include one weekend day per week on your assigned schedule. The role requires an initial training schedule of 7:30am-4pm EST Monday-Friday. Once training is complete after roughly a month, you will be assigned a specific shift based on internal team logisitics.

To note again, this IT Service Desk supports a healthcare/hospital/clinic user base, and will require holiday and weekend work, flexible schedule is a necessity.

Our team handles a high volume of daily requests, combination of hardware, software, and healthcare specific applications. We are seeking a candidate who has performed in a similar capacity ideally for another large healthcare org or large enterprise shop where high volume ticket queue’s are the norm. Prior IT helpdesk/service desk in a high volume environment is crucial.

This role is remote in nature, but seeking candidates tied to our local market in the event an onsite meeting is needed., * Will work on an Incident Management System ticket queue (ServiceNow), accurately and thoroughly documents issues and resolutions.

• Troubleshooting on Microsoft and Apple devices, day to day varies between hardware, software, resetting passwords, to specific application related issues.
• Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact.
• Monitors assigned tickets in ServiceNow queue daily, follows-up with customer, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate.
• Recommends ideas for new Incident templates to expedite incident detail and assignments.
• Follows established procedures to comply with HIPPA guidelines for PHI data. Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions.
• Contributes to the creation, modification and publishing of new Knowledge entries.
• Has in-depth knowledge of the services provided and ensures a positive and satisfactory customer experience.
• Demonstrates a commitment to customer satisfaction by following up on high priority incidents, ensuring that the issues are being properly addressed.
• Functions as a Customer Advocate by following up on status requests with Resolver Groups and providing follow-up directly to the Customer.
• Functions as Liaison between the Information Services department and the customer.
• Provides face to face support and resolution for minor computer-related problems, first level WOW Cart support, communication, documentation and customer training.

Customer Support/Service, Analysis Skills, Technical Support, Healthcare, Leadership, Mentoring, Health Plan, Student Loans, Reimbursement, ServiceNow, * Previous Service Desk experience for a healthcare organization

• High volume IT Service Desk experience, * Associate’s degrees in computer science and one year experience in a direct user support help desk environment including the use of Microsoft Office Suite, OR two years experience in computer support operations without a degree.
• A+ Certification, or Support Center Analyst Certification, or IS related Certification preferred.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more