Help Desk Analyst III

3 weeks ago


Phoenix, United States Phoenix Children’s Full time

Position Summary

The role of a Level III Help Desk Analyst is to provide IT related support utilizing phone, chat, email, or the ticketing system to communicate with our internal Phoenix Childrens Staff. The Level III Analyst provides a deeper understanding of reported issues and can provide mentoring to junior colleagues. This role works in tandem with leadership to optimize Help Desk daily workflows and organizational practices. The Level III Analyst assists with onboarding and training of new Help Desk employees. Additional duties for the Level III Analyst are to cooperatively work with Level I & II colleagues, vendors, and other supporting IT Teams to reach solutions in a timely manner. This position reports to the IT Manager of the Customer Service.

Position Duties

Technical Skills Independently analyzes requests and obtains detailed information from the user regarding the issue, user and hardware/software involved, reviews tickets of more junior employees for completeness.Works cooperatively with other Help Desk staff to resolve, document and/or route issues; escalating when needed.Displays the ability to effectively interact and convey information to people with varying levels of understanding on technical topics/issues; assists more junior members with understanding and performing these skills.Assists with the improvement of documentation within the ticketing system.Assists leadership to improve overall Help Desk Support.Provides feedback on current Knowledge articles, verifies knowledge feedback from Help Desk I, II and submits to corresponding team member for creation.Reports potential organization security risk as applicable. Customer Service Skills Answers and logs all requests for assistance in a timely, customer-focused, and professional manner using non-technical communication that end-users can understand.Follows IT and Hospital policy and procedures as they relate to information technology (access requests, hardware, software, etc) and assists outside requestors with minimal oversight. Raises concern regarding known trends and recurring issues which warrant attention from the engineering teams, linking and reflecting impacts in ticketing.Routinely reviews support documentation while interacting with end users to affirm completion and accuracy, updating when necessary.Help Desk Analyst III must be willing and able to work outside normal business hours to include night and/or weekend shifts. Leadership Skills Provides technical resolution to the requester when possible to more junior colleagues when requested and communicates the IT support process and what the user can expect if it cannot be resolved immediately. Monitors and manages all customer approaches for support phone, walk-up, and e-mail, helping to ensure a timely response to each; provides support and guidance in each area for less tenured team mates.Delivers internal team support consisting of Peer to Peer assistance for Help Desk Analyst I/II with general guidance on issue resolution.Assists with the on-boarding and training of all new Help Desk employees.Helps fellow employees with the delegation and prioritization of work. Demonstrate the following competencies as a Help Desk Analyst III Demonstrates how to read reports.Conducts effective team meetings.Creates training documents.Trains new employees on systems and processes.Helps maintain accurate system inventory listings of all PCH systems/equipment and can assist manager in educating users on how to troubleshoot systems/equipment by using the system inventory tools. Performs miscellaneous job related duties as requested.

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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