What are the responsibilities and job description for the Service Desk Analyst III (FT, 100%)-Days ARMC position at Adena Health?
The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregiver can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help when needed
Required Educational Degree: High School Diploma or GED
Major/Area of Concentration:
Preferred Education: Bachelor's Degree
Required Experience:
3-5 years related customer service, help desk or service desk experience
Job Specific Knowledge, Skills & Abilities
Able to work in a team oriented, collaborative environment with a strong customer service focus Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices. Able to be self-motivated and directed, to effectively prioritize and execute task in a high-pressure environment. Ability to demonstrate strong knowledge and experience supporting Microsoft Windows. Able to communicate to and work with senior management and caregiver. Able to build rapport with a variety of personality types and users at all levels. Exposure to or knowledge of ITIL practices. Email architecture, services and protocols, Outlook configurations. VDI, VPN Client, and Web. Particpates in on-call 24x7 on-call rotation with support team Leads small to medium sized projects and provides stakeholders with status reports regarding project assignments.
