Service Desk Analyst

3 months ago

Columbus, United States TEKsystems Full time
Job DescriptionJob Description

Duration

6

 

Duration Unit

Month(s)

 

Req Description

 

Description

Job Description:

Summary:
An IS Customer Support Analyst serves as the first point of contact for all technology related issues at Hospital. They provide world class service through their interactions with our users and technical competencies. During each interaction, they gather information needed from users to assist in timely resolution. They are empathetic, polite, and listen to our users in order to fully understand the issues and then respond appropriately in accordance to our practices and procedures.

Principal Duties and Responsibilities:
• Serve as a first point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service or in person.
• Gather needed information from users that will assist in the timely resolution of incidents and request.
• Identify situations requiring urgent attention, to better prioritize and route to appropriate area.
• Provide accurate and timely logging and resolution of issues in the Service Management system.
• Take ownership of user issues, follow the status of issues on behalf of the user, and communicate progress in a timely manner.
• Basic Data Center monitoring (receiving of deliveries and physical monitoring of location).
• Responsible for IS Support Center’s continuous improvement.
• Performs other duties as assigned.

Knowledge, Skills and Abilities Required:
• Have a polite, friendly, and empathetic presence both virtually and in person.
• Clear, confident, and calming voice tone when interacting with users.
• Maintain a questioning attitude until user’s issues are understood.
• Ability to think and act quickly.
• Detail oriented and thorough follow up.
• Expertise in conflict resolution and emotional intelligence.
• Ability to manage relationships, conflict, and communication with a high-level of proficiency.
• Exceptional interpersonal, presentation, verbal, and written communication skills required to interact effectively with all levels of the organization and external contacts.
• Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
• Present a professional and polished appearance.
• One on One and small group teaching skills.
• Exceptional problem solving and technical skills.
• Technical aptitude and a working knowledge of fundamental operations of Windows and clinical software (EPIC, Allscript, and MOMs), PC, laptop and server hardware, and related IT equipment such as printers, wireless devices, and scanners.
• Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint).
• Time management skills.
• Meet all performance metrics and follow IS Support Center practices and procedures.

Competencies Required:
• Manages Customer Support Analyst workload by responding to user’s questions, incidents, and requests in accordance to IS Support Center standards.
• Provides accurate and timely logging of incidents and resolution for incidents in the Service Management system.
• Gather needed information from users that will assist in the timely resolution of incidents
• Identify situations requiring urgent attention, prioritize and route to appropriate analyst or area for resolution
• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship.
• Maintains high availability by routing issues to the appropriate area for troubleshooting and resolution.

 

Enterprise Req Skills

Customer Service, Ticketing system, support, Windows, Printer, Hardware, Software, Application Support,windows 10,troubleshooting,servicenow,active directory,office 365,windows 7

 

Job Title

service desk analyst

 

Top Skills Details

Top Skills:
1. Customer Service Skills/Soft Skills
• We need people that can talk to people
• Great communication skills (written and Verbal)
• Easy to train people on technical skill
• Listening, engaging, tone, (phone to phone experience)
• Who they are as a person)
2. Troubleshooting/Triage (knows how to listen first, ask questions, and troubleshoot)
3. High Technical Acumen (this service desk is tier 1.5, need the ability to work in an unscripted environment)
• ITSM tool experience (not just a ticket tool – process oriented)
• Windows 7, Windows 10
• Office 2010/2013
• User Account Administration / PW / Adding groups
• Home grown app support
• Printer issues

 

Worksite Address

Columbus,Ohio,United States,43205

 

Additional Information

Will be working remote during Pandemic

 

Drug Test Required

true

 

Experience Level

Expert Level

 

External Communities Job Description

Looking for a IT Customer Support Analyst who will serves as the first point of contact for all technology related issues.

 

EVP

EVP:
- Opportunity to impact children\'s healthcare and help improve the quality and safety of patient care
- Based on performance, could lead to an extension or full time opportunity
- Healthcare IT on resume – High sought after in the local market
 

 

Work Environment

Family oriented, fast paced, call center environment. Open floor space, very interactive.

First 4 weeks of training will be onsite. Rest will be 100% remote.

 

Additional Skills Tags

active directory,office 365,windows 7

 

Additional Skills & Qualifications

About Hospital:
- 14K Employees
- 3000 Enterprise Applications
- 180 Sites across Ohio
- In every major hospital, and school
- 1st Behavioral Health Pavilion
- 4.5 million square feet
- 12,000 contacts in a month
- 140 calls per week
- 30-50 calls per day, depending on shift

 

Business Qualification

 

Impact to the Internal/External Customer

The Service Desk ensures timely resolution to customer\'s technical issues that impact their ability to perform their daily duties at the hospital. If their applications are not running correctly they may not have crucial information needed for patient registration, billing or bedside care. The technology being supported is so mission critical that it could come down to life or death situations.

 

Why is Position Open?

 

Business Challenge

The Service Desk team is the farm team for other IT departments/teams. With positive or negative attrition, this vacancy could cause longer wait times, which could increase number of drop calls and technology issues going unresolved, which could lead to impact their ability to threat their patients.

 

 

  • Help Desk Analyst Lead

    1 week ago

    Columbus, Ohio, United States Staffing Full time

    About the RoleStaffing is seeking a detail-oriented Help Desk Analyst Lead to provide technical support in a dynamic contact center environment. This role requires strong analytical skills, excellent customer service abilities, and a willingness to learn new technologies.Estimated Salary: $41,600 annually (based on 2080 hours/year, $20/hour)Key...

  • Information Technology Service Desk Manager

    2 weeks ago

    Columbus, United States Infosys Full time

    The Service Desk Operation Manager is responsible for establishing and managing the IT service desk from the ground up. This role involves designing and implementing service desk processes, recruiting and training staff, and ensuring the delivery of high-quality technical support to end-users. The manager will play a crucial role in shaping the service...

  • Service Desk Supervisor

    3 days ago

    Columbus, United States ComResource Full time

    Job Summary:The Service Desk Supervisor leads and mentors the IT Service Desk team while providing second/third-level support to resolve technical issues. This role involves managing the daily operations of the Service Desk, implementing IT process improvements, and supporting the Systems Administrator with maintenance tasks as needed. The Supervisor will...

  • Service Desk Supervisor

    2 days ago

    Columbus, United States ComResource Full time

    Job Summary:The Service Desk Supervisor leads and mentors the IT Service Desk team while providing second/third-level support to resolve technical issues. This role involves managing the daily operations of the Service Desk, implementing IT process improvements, and supporting the Systems Administrator with maintenance tasks as needed. The Supervisor will...

  • Service Desk Analyst

    4 days ago

    Columbus, OH, United States TEKsystems Full time

    DescriptionJob Description:Summary: An IS Customer Support Analyst serves as the first point of contact for all technology related issues. They provide world class service through their interactions with our users and technical competencies. During each interaction, they gather information needed from users to assist in timely resolution. They are...

  • IT Service Desk Team Lead

    2 weeks ago

    Columbus, Ohio, United States GovCIO Full time

    About the RoleThe IT Service Desk Team Lead will oversee the daily operations of our help desk team, ensuring that all IT incidents and requests are resolved efficiently and effectively.Key ResponsibilitiesSchedule tasks and coordinate with various team members to accomplish results.Manage vendor tasks and track and review vendor deliverables.Ensure...

  • Front Desk Customer Service Specialist

    7 days ago

    Columbus, Ohio, United States Rumble Boxing Midcity Yards Full time

    **Job Overview:** Front Desk Customer Service Specialist at Rumble Boxing Midcity YardsWe are seeking a highly skilled Front Desk Customer Service Specialist to provide exceptional service to our members, drive sales, and create a welcoming environment. As a key member of our team, you will be responsible for managing the front desk, handling customer...

  • Service Desk Professional

    6 days ago

    Columbus, Ohio, United States ASK Consulting Full time

    Service Delivery ExpertiseWe are seeking a seasoned Service Desk Professional to join our team at ASK Consulting. In this role, you will be responsible for delivering exceptional service to our clients through phone and email support.Key Job Responsibilities:Provide timely and effective responses to client inquiries.Maintain accurate records of client...

  • Service Desk Professional

    6 days ago

    Columbus, Ohio, United States Russell Tobin Full time

    Join Russell Tobin as a Service Desk Professional and take your career to the next level! As a member of our Columbus, OH team, you will be responsible for providing world-class service to our clients.Key ResponsibilitiesHandle customer inquiries via phone, email, and chat.Resolve technical issues and escalate complex problems when necessary.Collaborate with...

  • Help Desk Analyst 2-Video Support/ HD2

    4 weeks ago

    Columbus, United States Idealforce Full time

    Idealforce has CONTRACT position available immediately for a Help Desk Analyst 2-Video Support/ HD2 to join our customer in Columbus, OH. This a Hybrid Position Please find below additional details about this job. Only Local Candidates are considered for this role. Short Description: Video support specialist extremely well-rounded in processing,scheduling...

  • Reception Desk Administrator

    2 weeks ago

    Columbus, Georgia, United States Wade Linen Service Full time

    Job TitleWe are seeking a skilled Receptionist to join our team at Wade Linen Service. As the first point of contact, you will be responsible for managing the front desk and providing administrative support across the organization.ResponsibilitiesGreeting and Welcoming Guests: Greet visitors as soon as they arrive at the office, ensuring a warm and welcoming...

  • Financial Analyst

    4 days ago

    Columbus, Nebraska, United States Central Confinement Service Full time

    Central Confinement Services LLC is seeking an experienced Financial Analyst to join our team. This role is responsible for maintaining and supporting the day-to-day accounting functions, including account payable, account receivable, and revenue reporting.Key Responsibilities:Maintain accurate and up-to-date financial records, including accounts payable and...

  • Help Desk Analyst 2-Video Support/ HD2

    3 weeks ago

    Columbus, United States Idealforce Full time

    Idealforce has CONTRACT position available immediately for a Help Desk Analyst 2-Video Support/ HD2 to join our customer in Columbus, OH. This a Hybrid Position Please find below additional details about this job. Only Local Candidates are considered for this role.For a complete understanding of this opportunity, and what will be required to be a successful...

  • Help Desk Analyst 2-Video Support/ HD2

    4 weeks ago

    Columbus, United States Idealforce Full time

    Idealforce has CONTRACT position available immediately for a Help Desk Analyst 2-Video Support/ HD2 to join our customer in Columbus, OH. This a Hybrid Position Please find below additional details about this job. Only Local Candidates are considered for this role.For a complete understanding of this opportunity, and what will be required to be a successful...

  • Help Desk Manager

    3 weeks ago

    Columbus, United States Infrasource, LLC Full time

    Help Desk/ Infrastructure Manager Location: Columbus, OH Job Summary: The Help Desk/ Infrastructure Manager will be responsible for oversight of the Help Desk and Infrastructure teams. This will include monitoring generating, operating, and maintaini Help Desk, Manager, Help, IT, Infrastructure, Construction, Business Services, Support

  • Help Desk Manager

    3 weeks ago

    Columbus, United States Infrasource, LLC Full time

    Help Desk/ Infrastructure Manager Location: Columbus, OH Job Summary: The Help Desk/ Infrastructure Manager will be responsible for oversight of the Help Desk and Infrastructure teams. This will include monitoring generating, operating, and maintaini Help Desk, Manager, Help, IT, Infrastructure, Construction, Business Services, Support Learn More

  • Tech Business Analyst Role

    1 week ago

    Columbus, Ohio, United States Diverse Lynx Full time

    Job DescriptionWe are seeking a Senior Technical Business Analyst to join our team. In this role, you will be responsible for participating in Agile scrum events, including daily standups, desk check reviews, and sprint retrospectives.You will also be required to work closely with cross-functional teams to identify and prioritize business needs, develop...

  • Onbase Service Desk

    3 months ago

    Columbus, United States United Software Group Full time

    Role / Title: Onbase -Service Desk Location: 30 East Broad Street, Columbus, OH 43215, Candidate has to come first 30 days Onsite after that Remote allowed, Candidate must be located in commutable distance from Columbus OH Note: Interviews will be held on 3/11 at 30 East Broad Street, Columbus, OH 43215. This role involves providing updates on OnBase Status...

  • Front Desk Director

    5 days ago

    Columbus, Ohio, United States Olshan Properties Full time

    Front Desk Director Job SummaryWe are seeking a Front Desk Director to join our team at Olshan Properties. The successful candidate will be responsible for leading the front desk team, providing exceptional guest service, and driving revenue growth.Key Responsibilities:Lead the front desk team, providing guidance, coaching, and development opportunities to...

  • Front Desk Supervisor

    7 months ago

    Columbus, United States Doubletree Columbus Full time

    Property Description: DoubleTree Columbus, located in the vibrant city of Columbus, Ohio, is seeking talented individuals to join our team! As a job applicant, you'll have the opportunity to work in a contemporary and upscale hotel that offers exceptional service and amenities to our guests. With positions available in front desk, housekeeping, food and...