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Summary:
The Service Desk Analyst Senior is responsible for supporting the functionality and operational efficiency of assigned computer information systems and services and other Information Management technology and processes. This entails advising, training, and assisting customers in the operation and administration of their systems; responding promptly to customer complaints and concerns; managing information and documentation, and maintaining a customer-centric focus when performing his/her functions. The Senior Help Desk Analyst is expected to develop and maintain in-depth knowledge of multiple applications and serve as a consultant to others on the Help Desk, Information Management and any other customer who cannot be handled by a Help Desk Analyst. This position is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both the technology and processes. The Senior Help Desk Analyst is also responsible for supporting the business goals and objectives for the Department, the Information Services Organization, and the organization as a whole.
Responsibilities:
• Provide first level escalation assistance for Help Desk Analysts and other Information Management Department Associates needing Help Desk assistance
• Mentor new Help Desk Associates
• Assist in training new Associates in the procedures and technologies
• Participate in interviewing process for new Associates
• Responsible for ticket research – receives complaints on potentially mishandled tickets and researches them to find if error exists, and if so, where error lies and reporting to Supervisor
• Responsible to be aware of Help Desk team efficiency by monitoring Help Desk Analysts’ productivity and assisting when necessary
• Identify issues and concerns and communicate them to the Supervisor
• Develop options and recommendations
• Analyze and resolve calls for assistance on software applications, hardware and network technologies in a professional and timely manner
• Guide and assist customers in following established procedures for requesting equipment or software installation or relocation, sign-on or programming changes
• Assess the nature and complexity of calls
• Escalate calls when necessary to appropriate support analyst
• Document fully all associated resolutions/actions taken in the ticketing software system; including description of incident, tests performed and results and final resolution
• Also responsible for determining second level support group responsible, if resolution does not occur
• Adhere to all established Help Desk policies and procedures for processing, escalating, notifying and closing calls
• Provide Ad-hoc training on system use issues
• Maintain technical and operational knowledge of assigned business, clinical, and desktop applications as well as network systems supporting the corporation
• Assume a senior role in customer support by providing a focal point for communication with and feedback from the end-user community
• Guide, train and assist Information Management staff, Help Desk staff and customers in following established support procedures
• Provide customers with assistance in understanding and making appropriate use of software tools
• Adhere to all established Help Desk policies and procedures for processing, escalating, notifying and closing calls
• Produce and maintain technical documentation library on the assigned systems and Help Desk Procedures and Policies
• Maintain and demonstrate good teamwork on assigned projects through actions and job performance
• Provide effective Customer Service by being courteous, polite and friendly toward others at all times
• Participate in departmental programs that promote and deliver exceptional customer service
• Perform other duties and special projects as assigned by the Help Desk Supervisor
Requirements:
• High School Diploma
Work Type:
Full Time
EEO is the law – click below for more information:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf
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