What are the responsibilities and job description for the 308545 - IT Service Desk Analyst I position at Advocate Health?
Major Responsibilities
- Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
- Gathers information about the problem from the end-user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates unresolved interactions appropriately.
- Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user as necessary in order to “close” the problem and maintain a successful call closure rate.
- Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
- Escalates unresolved requests to second-tier support. Keeps clients informed of the status of their request if an immediate remedy is not available.
- Performs routine procedures to remedy issues or when requested.
- Assists with providing technical hints and tips to proactively assist customers.
- Interacts with other HIT resources and business trainers to restore service and/or correct issues. Identify Major Incidents and escalates appropriately.
- Performs assigned security administration functions.
- Adherence to all AAH Policy and Procedures.
- None Required.
- High School Graduate.
- Typically requires 1 year of experience in customer service, call center, or Service Desk support.
- Strong interpersonal and customer service skills, as well as basic understanding of call centers and call tracking system.
- Strong technical aptitude with the ability to learn quickly and support software applications.
- Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
- Ability to manage multiple priorities in a dynamic work environment.
- Analytical and problem-solving skills.
- Strong verbal communication skills and the ability to interact with a diverse client population.
- Ability to use/manage a standard multiple-line telephone system.
- Ability to travel to off-sites to provide Service Desk application support for AdvocateAurora facilities.
- Ability to maintain confidentiality and work as a team.
- Must be able to site for extended periods of time.
- Must be able to perform fine hand manipulation when using a keyboard.
- Position may require travel which may result in exposure to road and weather hazards.
- Exposed to a normal office environment.
- Operates all equipment necessary to perform the job.
