Service Desk Shift Analyst

Nemours is seeking a Service Desk Shift Analyst (FULL-TIME), to join our Nemours Children's Health team in either Wilmington, Delaware or Orlando, Florida.

Hours for open position:  Monday - Friday, 8:30am - 5:00pm.  (Includes Holidays)  Schedule is subject to change based on department need.

Identifies, researches, and resolves technical problems. Answer and handle calls in Service Desk Queue within abandon rate, talk time, speed to answer, FCR and other established department targets.  Monitors and manages phone, email queue, voicemail and other means of customer entry to the Service Desk.  Documents, tracks, and monitors the problem to ensure a timely resolution.  He/she will be required to provide daily Tier 1 support to end users on a variety of issues.  Analyst will be required to escalate to support teams as required. 

Analyst will be responsible for covering off hours support (weekends, evenings, overnights and Holidays) and ensuring phone coverage at all times.  Schedule Flexibility is a must.  Analyst will work directly with Wilmington, Delaware counterparts in coordinating after hours desk side support while ensuring appropriate Service Desk coverage.  He/she will share responsibility to monitor various computer systems in the data center.   The analyst will provide desk side support or escalation to Desktop team as appropriate for after-hours support.  Accountable for customer and internal IS communications for major incidents.  Written & verbal communications skills coupled with strong customer service is a requirement.  Ability to troubleshoot various technologies, share knowledge and continuously maintain a strong team player mentality is a must.

Responds to user requests/incidents received and provides first level support for both remote and local customers regarding office and clinical information systems, network, hardware, and software issues, triaging and routing to next level of support where appropriate.

Additional Responsibilities:

• Monitors the service desk ticket queue and provides follow up in order to ensure timely and satisfactory resolution to user requests\incidents within agreed SLA.
• Troubleshoots incidents across various technology platforms and administers end users accounts.
• Prepares, follows and maintains documented procedures utilizing appropriate tools (i.e. ServiceNow KM, etc).
• Assists Desktop Team by providing desk side support after hours or as needed.
• Provides IT presence at the Hospital, which may require being onsite during the duration of an event such as a winter storm or other natural disaster.
• Analyzes production jobs, backup processes, system monitors and server availability.
• Escalates to Tier 2 teams (i.e. application, infrastructure, desk side teams, etc.) as required.
• Follow critical incident procedures for system outages including sending outage notifications
• Maintains user and departmental confidentiality at all times.
• Pursues and completes ongoing, self-selected, or Enterprise directed education and /or professional development.
• Complete other projects and duties as assigned.
• Ability to work with interruptions, flexible with schedule and responsibilities.

The ideal candidate will have three years of prior Service Desk experience and possess the ITIL Foundation and/or HDI certification. Excellent Customer Service skills are a must! Must be willing to work a flexible schedule that may include overnights, weekends, and/or Holidays. Healthcare experience is preferred.

Job Requirements

• High School Diploma is required, as well as at least 1 year of specialized training.  
• Minimum of three (3) years of job-related experience required.
• ITIL Foundation/HDI Certifications desired but not required.
• Excellent customer support/service skills
• Clear, analytical thinking and problem solving
• Excellent communication skills with ability to present technical concepts in common language
• Ability to handle problems in a calm and responsive manner (Conflict management skills)
• Adaptability to changing environments, processes, technologies
• Time Management

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