SERVICE DESK ANALYST I

Company: Southern New Hampshire Medical Center
Location: Manchester
Posted on: October 13, 2020

Job Description:

Department: Information Technology - Manchester Campus Schedule: Full-time 36-40 hours Shift: Day Hours: 8:00am-5:00pm Req#: 15312 40 hours per week, 7:00am-5:00pm This is a SolutioNHealth position with support in our Manchester campus. Together, Southern New Hampshire Health and Elliot Health System, the founding members of SolutionHealth, are committed to innovative models of care and collaboration that improve the health and well-being of more than half a million residents of our region. We start with committing to do the right thing, for each patient, always. To learn more please visit: POSITION SUMMARY The primary role of the Service Desk Analyst 1 is to provide first level support through taking calls and handling Incidents or Service Requests, using IT Service Management software and account management processes, in line with Service Desk standard operating procedures. PRIMARY DUTIES AND RESPONSIBILITIES * Processes all incoming calls using appropriate systems accurately. * Utilizes IT Service Management software to ensure end-user and infrastructure-generated incidents are logged, dispatched, escalated and resolved efficiently. * Maintains accurate incident and service request records for communication and reporting purposes. * Provides timely, effective, and friendly technical support to clinical and business users throughout the organization. This may also include support for remote affiliates and contractors. * Utilizes a variety of tools and applications to remotely diagnose and resolve various complex technical and application issues. * Performs various IT software management functions including installation, troubleshooting, and removal of applications on managed devices, remotely and onsite. * Reports IT security events to the Information Security team and IT management in a timely manner. * Escalates problems and reports anomalies to senior IT staff and IT management in a timely manner. * Performs various network account administration functions, including user account creation, user account termination, and security access requests. * Utilizes and contributes to various documentation sources, including Standard Operating Procedures, system documentation, and the IT Knowledge base. * Communicates system outages and downtimes in accordance with published standards. * Supports the IT department and organization during various system upgrades and go-live events, including providing onsite support and performing software deployments and updates. * Maintains compliance with defined Service Level Expectations. * Performs other job-related duties as assigned by IT management. ESSENTIAL JOB FUNCTIONS - Processes all internal and external calls - Directs all IT inquires - Communicates and interacts with internal and external customers effectively - Multitasks between different applications POSITION QUALIFICATIONS Education: High School Licensure/certification: MCP, A+, ITIL, or other IT industry standard certification preferred EXPERIENCE * 0-4 years in Information Technology or Healthcare. * Knowledge of PC components and Microsoft software. * Medical Terminology preferred * Good PC skills required. * EXCEPTIONAL customer service skills. * EXCEPTIONAL verbal and written communication skills. * Ability to work in a fast paced and changing environment both independently and as part of a team and handle multiple calls and activities simultaneously. Click Here to Online

Keywords: Southern New Hampshire Medical Center, Manchester , SERVICE DESK ANALYST I, Professions , Manchester, New Hampshire