Service Desk Analyst

Overview

First point of contact with the IS department for all customer support contacts. Excellent customer relation and organization skills are a must. The position requires excellent phone etiquette and the ability to work with frustrated customers. Position focuses on providing courteous and effective support to users of MHS Information Systems, primarily over the telephone or via email. Responsibilities are centered on providing password assistance, application, basic hardware and software support to end users. This includes monitoring system consoles, error messages, failures, and network malfunctions. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give in person, hands-on help at the desktop level. Performs other duties as assigned.

Responsibilities

Essential Duties and Responsibilities

• Primary responsibilities include:- Providing phone and email support to end users for hardware and software failures- Assisting end users with using the Epic EMR and other enterprise applications- Responding to service requests, including password resets or system access requests- Prioritizing incidents based on end-user urgency and organizational impact- Escalation of issues within the department as needed- Ownership of incidents to ensure timely incident resolution- Management of end-user relationships to ensure user satisfaction- Accurately logging incident details and documenting resolutions- Remotely connect to end user workstations to aid in troubleshooting of issues as needed- Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels- Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training.
• Occasional travel to other Mercy locations is required

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Associate's degree (A. A.) in Computer Science or related area required. Two years of directly related work experience will be considered in lieu of degree Experience with PCs, printers, networking and Microsoft operating systems required. Strong skills troubleshooting software and hardware problems beneficial. Previous customer service or contact center experience preferred. Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful.

Certification and Licensure

Microsoft, A , or similar is preferred

Skills and AbilitiesAbility to multi-task and prioritize tasks effectivelySpecial Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Level of Supervision

Supervision needed