Service Desk Analyst
Aya Healthcare
Service Desk Analyst
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.