What are the responsibilities and job description for the IT SERVICE DESK ANALYST I position at South Shore Health?
Job Description Summary
The IT Service Desk Technician I provides customer support, service and technical support through analysis and problem resolution to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication tools or over-the-phone support model. This individual must be able to perform help desk activities in a high volume and fast paced environment. The IT Service Desk Technician I will be responsible for performing daily Help Desk activities such as answering ACD support calls, Cherwell ticket creation and the thorough documentation of all worked issues. The IT Service Desk Technician I will be responsible for keeping support tickets up-to-date and driving them to closure while ensuring availability in the ACD support line.
Job Description
ESSENTIAL FUNCTIONS
• Delivers excellent customer service through phone to customers for basic end user related hardware, software, and desktop-related issues.
• Provides initial assessment, triage, research, and escalation/resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Receives, prioritizes, and responds to incoming service requests, calls, and/or emails regarding any and all I.T. related incidents or problems according to customer service standards and SLAs.
• Documents all incidents and requests, using the appropriate IT services and categories for logging incidents and requests.
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Configuration and resetting the network access accounts whenever required.
• Works assigned tickets and tasks and provides service or escalation as necessary.
• Escalates service desk tickets following established protocols to a Senior Service Desk Analyst when appropriate.
• Adhere to departmental policies for reporting and managing requests and change control.
• Keeps abreast of existing and developing support standards through evaluation of various service tools and models.
• Provide technical support, including troubleshooting via phone, administering software repairs, and opening tickets with third party OEMs.
• The ability to support newly defined business process and technology ad defined by Management.
• Performs other duties as assigned.
JOB REQUIREMENTS
Minimum Education - Preferred
Bachelor’s degree in computer science, Information Technology or other technical field preferred.
