Service Analyst 1

Facility: 1800 Parkway Center

Job Summary:

Service Analyst I IT Service Desk attempts to resolve all incoming customer support requests via personal request, telephone, email and/or web concerning network, software and systems or hardware related incidents. Analyst will research, diagnose and resolve moderately complex system hardware, software, network, and operator issues. Analyst must maintain accurate records and be thorough in documenting outcomes. The position requires interfacing extensively with end users, peers, and other Information Technology personnel for the resolution or escalation of end user reported incidents. Analyst must consistently exhibit excellent customer service and communication skills.

Core Responsibilities and Essential Functions:

Support the resolution of end user technical issues
- Provide timely, professional and courteous customer service support to end users seeking assistance while demonstrating sound judgment to effectively solve or initiate the resolution of all incidents
- Accurately resolve of the calls and escalate calls that cannot be resolved at the first level to Service Analyst II or appropriate IT staff.
- Perform technical support tasks for callers that may include but is not limited to: resetting passwords, unlocking accounts, adjusting storage limits or PC settings, and trouble shooting other routine and/or semi-routine user computer issues. (e.g. Printer Problems)
- Investigate, analyze information, and draw conclusions as well as make recommendations for possible process improvement.
- Positively contribute to achieving Service Desk performance service level agreements and recommend opportunities to further enhance support processes
- Accurately document support requests and actions performed to remediate or escalate the ticket.
- Perform on-call support for systems during off hours and weekends per schedule developed by Service Desk Supervisor. Assist in the development of documentation, education, and training programs
- Identify and report areas for improvement to existing documentation, lack of documentation, or training needs to the Service Desk Supervisor for consideration
- Review support documentation for new or updated systems and participate in training as needed.
- Create or provide feedback to end user regarding training documentation that is user friendly, detailed and precise.
- Attend regular departmental and Town Hall meetings, and promote / exemplify excellent customer service as aligned with WellStars Standards of Gold.
- Suggest changes to current support or operational processes to improve the overall end user experience.
- Participate on committees and attend meetings as needed at the request of Service Desk Supervisor or Manager. Performs additional duties as assigned.

Required Minimum Education:

High school diploma or equivalent Required and
Associate's Degree Preferred or
Bachelor's Degree in computer science or related field Required or
Technical certifications or one to three years equivalent work experience in lieu of education will be considered

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):



Required Minimum Experience:

Minimum 1 year work experience in an IT support role for applications, network, or hardware Required and
Requires basic knowledge of hardware and software concepts and proven ability to troubleshoot incidents according to documented procedures. Required and
Experience with help desk applications / incident tracking system. Preferred or
Technical certifications will also be considered.

Required Minimum Skills:

Intermediate knowledge of application and systems concepts
Good troubleshooting and deductive reasoning skills
Computer literacy and the ability to grasp new or changing concepts
Excellent verbal and written communication skills as well as organizational habits
Ability to prioritize incidents and escalate when appropriate
Good interpersonal skills and the ability to work as part of a team
Ability to multitask and provide guidance to team members when appropriate
Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills