IT Service Desk Analyst
at Adventist Health System

Date Posted: 6/11/2017

Job Description



Job:  Information Technology

Organization:  Adventist IT

Shift:  Day

Job Posting:  May 10, 2017, 7:33:38 AM

GENERAL SUMMARY:
The Service Desk Analyst provides Tier One Call Center support for all Adventist IT supported systems, applications, and equipment.


PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
• Adhere to IT Service Management policy and procedures for all in scope process areas.
• Administers all duties in accordance with established policies, procedures, and standards.
• Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues.
• Identifies opportunities to improve team member satisfaction.
• Processes incoming customer interactions within Service Desk departmental goals.
• Promptly records specific issues, processes, or reports of customer dissatisfaction.
• Proposes creation or revisions to Service Desk knowledge documentation and processes.
• This position may be required to work overtime in order to support business needs.

Job Requirements

KNOWLEDGE AND SKILLS REQUIRED:
• Ability to be resilient and successfully perform in a fast paced, dynamic contact center environment.
• Ability to collaborate and work well in a team-based environment.
• Ability to document details of customer interactions.
• Ability to quickly learn system specifics and functionality with little or no documentation.
• Ability to successfully comprehend and process matters related to clinical applications.
• Ability to work with limited supervision.
• Continuous learning of new systems, business processes and concepts are a must.
• Demonstrate excellent oral and written communication skills.
• Demonstrates poise in intense or stressful situations.
• Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.
• Must be a customer service focused and self-motivated professional.
• Must have the ability to work well with people of varying levels of technical abilities.
• Possess a high-level knowledge of industry standard service management tools (preferably CA Service Desk Manager)
• Possess critical thinking skills and the ability to multi-task.
• Possess strong interpersonal skills with a positive and enthusiastic attitude.



EDUCATION AND EXPERIENCE REQUIRED:
• Associate degree in related field or relevant work experience required.
• Minimum of one year of customer service contact center and/or telephone technical support experience in a fast paced environment


EDUCATION AND EXPERIENCE PREFERRED:
• Bachelor’s degree in related field.
• Minimum of at least two years of technical support in a health care specific or contact center environment, PC technician in a fast paced environment


LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
• None


LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
• CompTIA A+, ITIL, or Help Desk certification preferred

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.