Service Desk Analyst Per Diem

SUMMARY:
Work with 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 for timeliness, effectiveness and professionalism. Ensure 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. Ensure adherence to policies, procedures, standard work and best practices. Participate in all IS initiatives as directed by manager and/or Team Lead.

ESSENTIAL FUNCTIONS:

Uses verbal, written and listening skills effectively to assist customers and to assist team members with difficult or complex issues.

Documents and follows standard work and processes to triage supported applications.

Works with Team Lead to define and use hand-off processes to have the appropriate team/person/vendor solve user issues.

Utilizes appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.

Works with Team Lead to document standardized practices and processes.

Follows all standardized practices and processes.

Closes and resolves assigned service requests in a timely and effective manner.

Participates in process improvement activities, both internally for team, 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

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

Trains and guides other Service Desk Analysts’ as required.

Maintains standards and sets a positive example in behavior, communication and demeanor as a Senior Service Desk Analyst.

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:  Two (2) years of related customer service experience.

LICENSURE OR CERTIFICATION: None required.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Skill in troubleshooting and following basic triage requirements to determine customer’s issues.

• Skill in following up on customer issues and forwarding needs as necessary.

• Skill in training and guiding others.

• Ability to respond to sensitive and/or confidential inquiries or complaints from physicians, clinical staff, business leaders, executives or employees in an appropriate manner.

• Ability to speak up assertively to correct errors, prevent problems or avoid potentially negative outcomes.

• Ability to communicate effectively via telephone, text messaging, email and documentation.

• Ability to calculate figures and compute rate, ratio, and percent and to draw and interpret bar graphs and apply basic algebraic concepts.

• Ability to apply principles of logical, scientific thinking or critical thinking to a wide range of intellectual and practical problems.

• Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.) and deal with a variety of abstract and concrete variables.