[Hiring] IT Service Desk Analyst II @Emory Healthcare

Role Description

The IT Service Desk Analyst II provides customer support for IT related issues reported via the phone, email, voicemail, and customer submitted incidents. In this role, you will:

• Communicate courteously and effectively to ensure customer and service level standards are successfully met.
• Anticipate and proactively respond to customer needs, ensuring reported issues are documented in detail and resolved or properly assigned in ServiceNow.
• Work on an Incident Management System ticket queue (ServiceNow), accurately and thoroughly document issues and resolutions.
• Troubleshoot on Microsoft and Apple devices, handling a variety of issues from hardware and software to specific application-related problems.
• Use predefined processes, tools, knowledge entries, and templates to resolve customer issues at initial contact.
• Monitor assigned tickets in ServiceNow queue daily, follow up with customers, clarify incident details, and document troubleshooting steps and progress.
• Recommend ideas for new Incident templates to expedite incident detail and assignments.
• Follow established procedures to comply with HIPAA guidelines for PHI data.
• Actively participate in Knowledge Centered Support process to ensure customers receive complete, concise, and standard information and resolutions.
• Contribute to the creation, modification, and publishing of new Knowledge entries.
• Demonstrate a commitment to customer satisfaction by following up on high priority incidents.
• Function as a Customer Advocate by following up on status requests with Resolver Groups and providing follow-up directly to the Customer.
• Act as a Liaison between the Information Services department and the customer.
• Provide face-to-face support and resolution for minor computer-related problems, first level WOW Cart support, communication, documentation, and customer training.

Qualifications

• Previous Service Desk experience for a healthcare organization.
• High volume IT Service Desk experience.

Requirements

• Associate's degree in computer science and one year experience in a direct user support help desk environment including the use of Microsoft Office Suite, OR two years experience in computer support operations without a degree.
• A+ Certification, or Support Center Analyst Certification, or IS related Certification preferred.

Benefits

• Comprehensive health benefits that start day 1.
• Student Loan Repayment Assistance & Reimbursement Programs.
• Family-focused benefits.
• Wellness incentives.
• Ongoing mentorship, development, and leadership programs.
• And more.