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SERVICE DESK ANALYST II - IT TECHNOLOGY

Department:  Information Technology
Status:  Full Time
Shift:  2nd

The Service Desk Analyst acts as primary contact for all Hoag Hospital Information Technology (IT) customers.
Responds to all customer inquiries, including technical assistance, best use of product, additional products and
services. Provides outstanding customer service to Hoag Hospital computer users. Provides first level technical
solutions, either by telephone remotely or onsite, according to established service levels. Offers a single point of
contact and ensures that all support requests are recorded in a timely, courteous, and accurate manner. Escalates
issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely,
working to maximum uptime for customers. Follow-up on tickets resolved by IT teams to ensure customer satisfaction
with result and service. Liaison for Level II Information Technology support. Executes monitors and completes
assigned tasks on multiple hospital computer systems and platforms. Documents and maintains shift documentation.

 

Essential Functions
Service Desk Analyst I:

• Appropriately manages Remedy case tickets for all user requests (phone/email/web/fax) in a clear, concise, and
understandable manner. Demonstrates sound judgment when troubleshooting, analyzing and determining the
severity and service level to set customer expectations. Provides remote telephone or onsite resolution for
problems or requests as appropriate. Reassign non-resolved problems or requests to the appropriate resource in
a timely manner if 1st level support staff is unable to provide a resolution. Provides first point of support for all
incoming requests with continuous coverage of incoming call queues. Follows Incident Management processes.
Responds to service requests. Monitors request assignments and escalate to management based upon severity
and age of request.
• Performs knowledge management for incident closure and issues within the knowledge base. Reviews and
updates knowledge tools periodically and ensures that all tools developed are functional and easy to follow.
Maintains documentation of standard support center operation procedures.
• Performs timely and accurate completion of support and customer notification procedures for system
availability/unavailability or customer impact issues. Performs accurate and timely documentation of system
unavailability database.
• Time stamps, initials and completes all production tasks as assigned. Reports and follows through on any errors
for CPUs, consoles, interfaces or AWACs and reports to on-call personnel if applicable. Runs production jobs and
deliver to proper location and customer area. Ensures that all media/tape for backups are stored in correct
locations.
• Addresses a full range of customer needs, including technical assistance, best use of product, additional products
and services. Provides customers with basic information on applications and technology.
• Promotes patient, physician and employee satisfaction by ensuring each client group needs are met.
• Demonstrates a positive image, performs responsibilities in a professional manner, demonstrates flexibility in the
provision of patient services and utilizes a collaborative approach to co-workers.
• Conducts planned customer site visits to become more aware of business impact of problems and/or system
unavailability. Attends training classes to upgrade skills with Microsoft Office products.
• Balance and prioritize work efforts so daily responsibilities are completed on time. Responsible for managing time
by using the ACD phone system appropriately. During low call volume or remote duties carry and maintain proper
remote equipment (pager/radio) in order to provide timely response. Follows unscheduled absence procedures in
order to inform Supervisor to arrange complete staff coverage.
• Position may require travel between various Hoag locations and its affiliates.
• Position may require participation in 24/7 department on-call program. On-call employees are required to carry a
department issued cellular phone or pager, respond to calls within 15 minutes, troubleshoot problem and provide
services off-site as needed and be available to provide services on-site as needed within 1 ½ hours of being called
or paged to respond.
• Position may require participating in meetings outside of normal business hours including occasional evenings

and/or weekends.
• Position is located in a support department which operates a call center 24 hours a day, seven days a week to
provide support and service. Operations include 1st, 2nd and 3rd shifts. Employees may be required to pick up
shifts outside of their standard assignment for coverage due to vacations, holidays, staff shortages, or other
special circumstances as determined by leadership.

 

Service Desk Analyst II:
In addition to the above, the Service Desk Analyst II will:
• Documents and communicates schedule changes, system unavailability or appropriate information for the shift in a
timely and effective manner. Maintains coverage of the support center to ensure that phones are attended.
Cross trains peers on support center procedures as necessary. Provides technical coaching and mentoring to
other analysts.
• Provides expert and creative solutions to customer problems to ensure customer satisfaction and productivity.
• Leads or participates in team projects that enhance the quality or efficiency of service. May coordinate special
projects for the Service Desk. Leads and assists other Service Desk staff in support of a major or complex
product.
• Ensures that production schedules and Remedy tickets are accurate and follow-through is completed by all
analysts. Develops, defines, and communicates technical service policies for products supported by the Support
Center. Assists in defining procedures within the Support Center to ensure appropriate management notifications
and timely resolution of assignments. Handles escalation or service recovery situations as assigned.
• Monitors production to ensure that information is accurate and complete. Ensures that daily production is
delivered to customers and shift documentation is accurate and complete. Monitors microfiche and CD logs to
verify that they are distributed and archived. Assists in producing daily, weekly, monthly and quarterly statistical
performance reports to monitor overall effectiveness of service. Produces daily detailed reports to monitor/verify
outstanding and completed tickets.

 

Education, Training and Experience

Required

Service Desk Analyst I:
• High school graduate or equivalent.
• 35 wpm typing.
• One to four years experience technical customer support (including large enterprise technical call
center and/or computer network center operations).
• Experience with ACD phone system.

 

Service Desk Analyst II:
In addition to the above, the Service Desk Analyst II will have:
• Three or more years experience technical customer support (including large enterprise technical call
center and/or computer network center operations.)
• Certificate for Support Desk best practices.
• Advanced experience of Remedy or similar call tracking software.
• Ability to produce productivity or trend reports using Crystal Reports.
• Experience working in healthcare environment
• Experience of Remedy or similar call tracking software.

 

Preferred

Service Desk Analyst I:
• Experience working in healthcare environment
• Experience of Remedy or similar call tracking software.

 

Service Desk Analyst II:
• Certificate for Support Desk best practices.
• Advanced experience of Remedy or similar call tracking software.

 

Required

Service Desk Analyst I:
• Excellent communication skills; customer focused; excellent attention to detail; able to prioritize
tasks and meet deadlines; strong interpersonal skills; able to work in a team environment.
• Demonstrated ability to handle heavy call volume at once, with strong customer service and
organizational skills.
• Knowledge of proper body mechanics, and safety measures.
• Intermediate knowledge of Microsoft Office Applications and Windows 95/98/2000
• Basic understanding of UNIX operating system.
• Basic knowledge of local and wide area networking, including TCP/IP.and Novell
• Basic to intermediate knowledge of computer center operations and production jobs and scheduling.
• Ability to develop knowledge of core Hoag Hospital information systems.
• Basic knowledge of technical customer support best practices and procedures, including solutions
knowledge base, escalation and service level agreement models.
• Current CA driver’s license required for local travel.

 

Service Desk Analyst II:
In addition to the above, the Service Desk Analyst II will have:
• Advanced knowledge of Microsoft Office Applications and Windows desktop operating systems
• Intermediate knowledge of UNIX operating system.
• Intermediate knowledge of local and wide area networking, including TCP/IP. and Novell
• Intermediate to advanced knowledge of computer center operations and production jobs and
scheduling.
• Basic to intermediate level knowledge of core Hoag Hospital information systems.
• Advanced knowledge of technical customer support best practices and procedures, including solutions
knowledge base, escalation and service level agreement models.

 

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