Service Desk Analyst I

Facility :

Dayton Children's - Main Campus

Department :

MIS - Service Desk Team

Schedule : Part time

Part time

Hours : Job Details :

Job Details :

The Service Desk Analyst provides world class front line support for customer issues including daily responsibility for receiving, tracking, analyzing and resolving reported issues.

The analyst receives customer reported issues primarily by answering the service desk phone hotline but may receive support requests via other methods.

The analyst tracks customer issues, at the time of the call, using the IT ticket tracking system according to departmental procedures and ITIL processes.

The analyst is responsible for providing immediate problem analysis and resolution for the majority of received issues; escalating to more senior resources as required.

The analyst is responsible for providing excellent customer service using varied communications techniques. The analyst will be responsible for ticket documentation, incident notification and reporting, customer surveys and meeting productivity targets related to issue processing / resolution.

Other duties the analyst will perform include initial problem identification / resolution of reported issues involving hospital applications such as Microsoft Office / Office 365, Epic, Citrix, Virtual Desktop Infrastructure and printer configuration in collaboration with other support / network analysts.

The analyst will assist with monitoring infrastructure alerting systems as required. The analyst may perform daily computer operation duties including system monitoring, backup / restore tasks, report processing and other tasks as required.

The analyst is expected to possess a wide variety of hardware and software knowledge and maintain basic IT certifications as required by the position.

The analyst may be required to provide assistance to support analysts or off-shift coverage as requested by management.

Department Specific Job Details :

1. SERVICE DESK CUSTOMER MANAGEMENT - 50%

• Provides world class customer support for all customer contact channels including answering Service Desk phone hotline, managing email intake queues and any other customer contact methodologies.
• Documents all issues in ticket tracking system according to defined standards.
• Routes customer issues, along with all pertinent issue information, to second-level support analysts as required.
• Provides off-shift coverage as required by management.
• Follows up with customer to verify resolution has met customer expectations as required.
• Monitors ticket tracking system and responds to requests / incidents according to defined standards.
• Follows proper DCMC / ITIL processes for incidents, requests and problems.
• Handles problem recognition, research and isolation of potential causes.
• Responsible for the support of desktop PCs, thin clients, laptops, phones, printers and other IS related DCH assets.
• Responsible for support of network and application issues as required.
• Responsible for monitoring infrastructure alerting systems as required.

2. SERVICE DESK ISSUE RESOLUTION - 30%

• Provides world class first-call problem resolution in a quick and efficient manner
• Implements solutions while following security best practices and adhering to hospital / department security policies and procedures.
• Performs follow up customer surveys to ensure customer satisfaction with problem resolution.
• Provide prompt, courteous email and phone communication with customers throughout the problem resolution cycle.

3. HARDWARE / SOFTWARE KNOWLEDGE - 10%

• Possess a wide-variety of knowledge related to computer hardware including desktop computers, thin clients, laptops, VoIP phones, printers and peripherals.
• Knowledge of non-PC based computers to include Citrix, Virtual Desktop Infrastructure, UNIX / AIX systems, back up systems and optical storage systems.
• Maintain basic knowledge in computer networking, servers and cabling and collaborates with other network professionals as required.
• Maintain proficiency with IT equipment in the organization's hardware environment.
• Possess knowledge of organization's software environment including, but not limited to, Microsoft Office products including Office 365, email messaging systems, user management tools, EPIC and other IT systems used by customers.
• Maintain expertise of software applications through training (onsite and offsite), documentation review and hands-on experience.

4. DOCUMENTATION / COMMUNICATIONS - 5%

• Documents all technical task assignments as part of the department project management process.
• Creates / maintains comprehensive technology analysis documents, instruction sheets, network diagrams, and process documentation for all organization IT systems including maintaining knowledgebase and other IT documentation efforts.
• Proactively provide management with operational information related to reported customer problems, system availability and other problems.
• Responsible for email communication regarding Sev1 incidents and possibly other severity incidents as deemed appropriate by on call staff and / or management.

5. SYSTEM TASKS - 5%

• Perform daily / weekly / etc. tasks as scheduled for DCH IT systems.
• Monitor system queues / alerts and escalate issues per department procedures.
• Create and send all user emails for outages as required

Performs other duties as assigned

Education Requirements :

High School (Required)

Certification / License Requirements :