FLSA Status

Non-exempt

Job Role Summary

The Service Desk Analyst works all tickets with the intent of resolving while the customer is on the telephone, in person, or engaged in a remote session. 

Essential Job Functions

•    Work all tickets with the intent of resolving while the customer is on the telephone
•    Performs problem resolution on tickets and provide the knowledge article used before escalation of tickets.
•    Performs high level of trouble shooting on tickets 
•    Manages work through use of IEMS ticketing system 
•    Create a ticket for every call received in IEMS ticketing system
•    Daily maintain any assigned reports
•    Report to management any discrepancies of assigned reports
•    Escalate tickets to the appropriate Tier 2 resolver groups
•    Knowledge of IEMS systems
•    Maintain good notes to help customers working in IEMS systems
•    Must be able to understand and resolve calls for IEMS applications
 

Associated Job Duties

• • Able to understand and use support aids
• Escalate tickets to the appropriate Tier 2 resolver groups
  • Constantly monitor tickets in the IEMS Service Desk queue
  • Communicates with users the status of identified problems and resolution
  • Maintains complete and accurate documentation in tickets
  • Instructs users in appropriate use and maintenance of equipment as appropriate
  • Report to management of a possible system degradation

• Performs other job-related duties as assigned

Knowledge, Skills & Abilities

•    Problem solving skills
•    Maintain up-to-date notes on IEMS systems
    database usage
    network architecture
    personal computer architecture
    data communications
    use of personal computer software
•    Ability to:
    assist users in returning to work in the event of service interruptions
    provide consistently high levels of customer service
    adhere closely to defined Service Desk and Incident Management procedures
    consistently identify incidents for which prepared solutions are not available
    accurately record incident and resolution effort details
    good communication skills
    rapidly absorb demonstrated instruction
    comprehend computer systems/networks/software operations
    have strong oral/written communication skills
    have strong customer relations skills
    have strong empathetic listening skills
    apply documented procedures
    work quickly under time constraints
    quickly and accurately document customer reports of service interruptions
    understand simple to complex computer hardware/software problems
    exercise tact, patience, sound judgment and diplomacy in high stress situations
 

Job Requirements

•    Associates degree in Computer Science/Technology (preferred)
•    In lieu of educational requirement, high school diploma and 2 years solid helpdesk experience required
•    Valid Indiana driver’s license that meets the IEMS driving policy requirements
•    Interpersonal skills and a customer service understanding. Ability to communicate and exchange information. Willingness to work as part of a team in a dynamic and complex environment. Ability to work with a variety of people with varying degrees of technical and/or clinical knowledge  
 

Responsibility

• Maintains patient and family confidentiality
• Maintains protected health information in accordance with HIPAA and FERPA privacy guidelines and regulations

Judgment

• Employee may work under general supervision and receives general guidance on work priority with substantial employee latitude

Contacts - Internal/External

• Personal contacts with inter/intra departmental personnel to provide services
• External customer base to provide service

Special Effort Required

• Ability to work with frequent interruptions.
• Complete high priority tickets within 10 minutes after customer contact
• Close all open tickets in your personal queue daily.
• Ability to meet deadlines with time constraints and multiple demands from competing projects
• Maintains diplomatic working relations with individuals and departments in regard to or relative to activities involved with computers and information technology

Working Environment

• Fast-paced office environment with some project duties performed in IS
• Comfortable sitting for long periods of time
• May be required to attend meetings or perform work remote