The Service Desk Analyst is part of the Service Desk Group. This position works collaboratively with other technicians in a team environment to provide quality customer service.
Essential Functions and Responsibilities of the Job
Provide 1st tier problem resolution for PC Hardware, software and network issues.
Provide 1st tier problem resolution for Telephone and Pager issues.
Adhere to company Service Desk (Help Desk) Best Practices to perform daily operations and provide customer support.
Reference system and application support documentation for customer support.
Work with remote control tools to resolve customer issues.
Document change and problem requests in the call tracking system.
Assign unresolved PC and Telecom issues to 2nd tier support resources within applicable service level agreements.
Escalate service requests and change orders that may require additional resources for timely closure or escalated priority.
Monitor servers using Network Management tools.
Notify end users of planned and unplanned Outages/Events.
Undertake ad-hoc assignments as required so as to react quickly and positively to new or emergent situations.
Comply with all IS Policies, Procedures and Standards, including: Network/Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI).
Perform Quality Management System and Customer Satisfaction Responsibilities fully without any exception or deviation.
Be at work and be on time
Follow company policies, procedures and directives
Interact in a positive and constructive manner
Prioritize and multitask
Solid analytical and problem-solving skills
Good communications skills, both verbal and written
Ability to resolve typical computer/telephony issues over the phone
Working knowledge of customer software systems to facilitate issue resolution
Associate Degree in Computer Science or related field or equivalent experience
Two plus years experience in supporting PCs in a networked environment (requirements could be waived for suitable trainee candidate)
A+ certification, MCP, or CAN preferred
Internal Number: MEM003479
Let us introduce ourselves. We're MemorialCare, a nonprofit health system that includes four hospitals, two medical groups, imaging centers, surgical centers and much more. As one of the leading health systems in Orange County and Los Angeles County, we're confident that no matter what your needs are, we have the teams, tools and know-how to support you every step of the way.