Service Desk Analyst III
3 weeks ago
At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.
As one of the leading academic medical systems, we’re eager to share what we learn with hospitals around the country, and the world. We’ve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.
We’re defining a new standard of care for humankind. Are YOU ready to join us?
Hybrid Position: Mostly remote w/ on-site presence required occasionally on an as needed basis. This is a 24/7 operation. Holidays and/or weekends may be required. New Hire Training is 7:30am - 4pm, lasting at least 45 days pending schedule.
Service Desk Analyst III, Salary:
21.63/hr-38.02/hr. The grade and salary of the position are based on specific criteria met within the qualifications of each level, relevant experience, skills, performance and internal equity. This position is eligible for shift differentials.
Candidates with Service Desk, Help Desk, or High Volume Phone Support AND Epic experience is highly preferred.
Description:
JOB DESCRIPTION:
Under minimal supervision, provides a high degree of customer satisfaction functioning as a customer liaison for IT related issues.
Proactively tracks and follows up on complex customer issues ensuring that all incidents are resolved to customer's satisfaction.
Demonstrates advanced knowledge of Incident Management System, complex issues and their resolutions.
Monitors opened tickets assigned to the Service Desk to verify correct assignment, ensure timely customer follow-up and resolution.
Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions.
Responsible for creating and maintaining the integrity of the published knowledge and serves as a Knowledge Reviewer.
Accountable for ticket review to ensure incidents are properly documented, assigned and resolved.
Recommend and provide Remedy templates in area of expertise.
Monitors Vendor WOW Cart queue, participates in WOW cart upgrades/ go lives and provides onsite customer group training meetings.
Epic experience is highly preferred.
MINIMUM QUALIFICATIONS:
Associate's degree in computer science or related field.
Two years experience in a direct user support help desk environment including the use of EPIC or Microsoft Office Suite. OR four years experience in computer support operations without a degree.
EPIC Certification, Support Center Analyst Certification, or IS related Certification preferred.
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