Division:Eskenazi Health

Sub-Division: Hospital

Req ID: 20834 

Schedule: Full Time 

Shift: Days 

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Non Exempt

Job Role Summary

The Service Desk Analyst II works all tickets with the intent of resolving while the customer is on the phone.

Essential Functions and Responsibilities

• Work all tickets with the intent of resolving while the customer is on the telephone
• Provides correct and current 10 digit contact numbers and email address in all ticket,
• Performs problem resolution on tickets and provide the knowledge article used before escalation of tickets.
• Performs high level of trouble shooting on tickets
• Provides correct and current 10 digit contact number and email address in all tickets.
• Must answer calls within 2 rings to your extension
• Manages work through use of Resource Central ticketing system
• Create a ticket for every call received in Resource Central
• Daily maintain any assigned reports
• Report to management any discrepancies of assigned reports
• Escalate tickets to the appropriate Tier 2 resolver groups
• Knowledge of Active Directory and resetting passwords
• Maintain good notes to help customers working in Epic and other systems
• Must be able to understand and resolve calls for Health and Hospital applications
• Must be able to affective communicate with other Service Desk staff
• Must have an advance level of resolving system issues for customers
• Must be able to communicate to tier 2 possible system degradation
• Manages print servers 

Job Requirements

• Associates degree in Computer Science/Technology

• In lieu of educational requirement, high school diploma and 4 years solid helpdesk experience required

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.