IT Service Desk Representative

6 days ago

Phoenix, Arizona, United States Phoenix Children's Full time

Job Summary

The Help Desk Analyst I role at Phoenix Children's is a critical position that requires a strong technical background and excellent customer service skills. As a Help Desk Analyst I, you will be responsible for providing IT-related support to internal staff, utilizing various communication channels to troubleshoot and resolve technical issues.

Key Responsibilities

  • Technical Support
    • Diagnose and resolve technical hardware and software issues using troubleshooting skills.
    • Provide complete and accurate information for all tickets entered into the Service Desk software, including proper prioritization and categorization.
    • Research issues using available information resources.
    • Perform continuous Ticket Triage and Routing.
    • Coordinate escalation of tickets internally, to other teams, and vendors.
  • Customer Service
    • Answer and log all requests for assistance in a timely, customer-focused, and professional manner using non-technical communication that end-users can understand.
    • Follow IT and Hospital policies and procedures as they relate to information technology (access requests, hardware, software, etc.) and assist outside requests when necessary.
    • Provide step-by-step technical help, both written and verbal.
    • Follow through on user issues to completion.
    • Must be willing and able to work outside normal business hours to include night and/or weekend shifts.
    • Must be able to rotate and be flexible with their schedule.
    • Reports potential organization security risk as applicable.
  • Additional Responsibilities
    • Demonstrate the following competencies as a Help Desk Analyst I:
    • Demonstrate how to reset an expired password for any core IT system.
    • Document workflows and walk peers/managers through processes.
    • Demonstrate excellent customer service skills when facing challenging situations.
    • Walk through the process for answering a call, identifying a user, & documenting a ticket.
    • Demonstrate ability to understand how to troubleshoot all PCH systems/equipment by using the system inventory listing.
  • Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families.

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties.
  • Investing in innovative research, including emerging treatments, tools and technologies.
  • Advancing education and training to shape the next generation of clinical leaders.
  • Advocating for the health and well-being of children and families.

Values

  • We place children and families at the center of all we do.
  • We deliver exceptional care, every day and in every way.
  • We collaborate with colleagues, partners and communities to amplify our impact.
  • We set the standards of pediatric healthcare today, and innovate for the future.
  • We are accountable for making the highest quality care accessible and affordable.

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