19 Service Desk Analyst Jobs in Boston, MA
Beth Israel Lahey Health - Non Executive is Hiring a Service Desk Analyst Near Boston, MA
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Job Type:
RegularScheduled Hours:
40Work Shift:
Day (United States of America)Responsible for delivering world class support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 1 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow up of service requests/incidents. The Service Desk Analyst interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be skilled in both customer service and various information technology areas. On a day-to-day basis, the Service Desk Analyst ensures proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.Job Description:
Primary Responsibilities:
1. Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders or alerts by creating an incident/request using the IT Service Management Suite provided in an effective manner; maintaining and ensuring accuracy of all logged information.
2. Responsible for Level 1 support providing basic to intermediate support. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
3. Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to Senior Service Desk Analyst for incidents/requests that require elevated support.
4. Diagnose and resolve simple to moderately difficult desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations.
5. Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.
6. Acquires professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, may be asked to train other IT colleagues.
7. Acquires an understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations.
8. Acquires an understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats.
9. May contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
10. Responsible for hosting, initiating and contributing to the Critical Incident Management process.
Required Qualifications:
1. High School diploma or GED required.
2. 1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in a MS Windows / MS Office environment.
3.Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices, such as: iOS and Android platforms. Knowledge of Network fundamentals Solid experience of Citrix Systems application Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) Solid experience of Microsoft Office 365.
4. Knowledge and experience with ITSM systems such as Service Now or Remedy. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.
5. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
Knowledge of Dell, Apple, HP and Ricoh hardware is desirable. Knowledge of Oracle PeopleSoft and Workday application is desirable. Knowledge of the Epic ehr application is desirable.
FLSA Status:
Non-ExemptAs a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled
Job Summary
Full Time
$56k-69k (estimate)
04/23/2024
06/22/2024
The job skills required for Service Desk Analyst include Customer Service, IT Support, Technical Support, Service Desk, Active Directory, Operating System, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Analyst positions, which can be used as a reference in future career path planning. As a Service Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Analyst. You can explore the career advancement for a Service Desk Analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
03/07/2022: Long Beach, CA
Service desk analysts must also maintain support tracking systems.
03/25/2022: Florence, SC
Service desk analysts provide technical support to customers and employees.
03/04/2022: Austin, TX
Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.
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A service desk analyst spends the majority of the day performing remote support.
04/11/2022: Scranton, PA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
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Customer service skills are the backbone of a successful business.
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Step 3: View the best colleges and universities for Service Desk Analyst.
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