Job Description

Service Desk Analyst Lead
Job CategoryInformation Technology
ScheduleFull time
Shift1 - Day Shift

Lead the Service Desk team to ensure the delivery of services to all Information Services (IS) customers (24 x 7, 365 days per year), ensure service levels are achieved in line with customer expectations. Ensure team responsibility for ownership of all customers’ incidents or logged service requests. Track team incidents and tasks to conclusion in line with SLAs and quality standards. Provide information about incidents analysis and KPIs to management including ticket analysis and call stats. Provide day-to-day guidance for team to help ensure adherence to policies, procedures, standard work and best practices. Participate on Information Security team or assign delegate. Initiates and participates in process improvement initiatives and seeks ways to continually improve the work of the team (reduce waste, increase quality, etc.).

ESSENTIAL FUNCTIONS:

Develops documented processes to triage supported applications.

Defines and uses hand-off processes to have the appropriate team/person/vendor solve user issues.

Maintains team work schedule.

Ensures the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.

Ensures that practices and processes exist that are repeatable and when possible are standardized.

Identifies and implements improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers.

Identify process improvements and changes, both internally for team and IS and externally for customers, to improve workflows, reduce time to resolution, reduce calls and improve end user experience.

Contribute to the success of the team by assisting in improving the overall customer experience within the team and across the department and hospital

Continually monitors and applies current detailed knowledge of any core TMCH business processes.

Assists and/or participates in internal IS process improvement efforts. May participate in hospital Lean events, as needed.

Trains and guides other employees as required.

Maintains standards and sets a positive example in behavior, communication and demeanor as a leader of the team.

Creates and communicates status reports in accordance with department standards.

Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION:  Associate's degree or equivalent from two-year college or technical school.

EXPERIENCE:  Three (3) years of computer operations experience, including one (1) year in lead or supervisory capacity.

LICENSURE OR CERTIFICATION: None required.

Application Instructions

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