Ascension Health Senior Service Desk Analyst in Troy, Michigan
Job ID: 251831
Senior Service Desk Analyst
Additional Job Information
Title: Senior Service Desk Analyst
City, State: Troy, MI
Location: MITROY 800 Tower Dr
Department: Ops Service Center CRC
Additional Job Details: FT, Rotating
Ascension Information Services is one of the nation’s largest healthcare information technology services organizations.
We provide Ascension and its subsidiaries low-cost, high-value IT infrastructure and software application services that:
• Support rapid and effective clinical decision making
• Improve efficiency and care transitions
• Foster information sharing across the continuum of care
• Make knowledge and data actionable, leading to improved patient outcomes
The Senior Service Desk Analyst provides Level 1 (first call) help desk support. The analyst interacts with customers to gather information, analyse the situation, provide guidance to problem resolution, and when necessary forward/assign the issue to the appropriate next levels of IS support. The analyst utilizes common Service Desk tools like a ticketing tool, knowledge database, and remote control tools, in performing this function. Additionally, the Senior Service Desk Analyst handles more complex trouble calls related to specific applications and systems, and acts as an escalation point for others in the Service Desk. They also mentor and provide technical training to other lesser experienced Service Desk Analysts.
Enters and maintains accurate information and data regarding end-user issues within a Service Desk ticketing system, and according to policies and standards.
Assists end users over the phone to resolve problems such as resetting passwords and resolving common printing problems.
Troubleshoots application related issues over the phone. Able to troubleshoot and resolve common e-mail problems and assists end users with MS Office application functionality.
Uses common Service Desk Tools such as Remote Control Tools, to resolve standard desktop and application related problems.
Uses Knowledge Database to assist with triaging problems, assigning proper priority to issues and assigning issues to the correct IS Support Teams.
May be asked to provide leadership during service disruptions, which includes executing notification processes to management and clients, and facilitating communication between Service Desk and next levels of IS Support.
Attained proficiency and certification in supporting multiple business unit environments.
Acts as a mentor and trainer for newly hired analysts as they work to complete their technical and soft skill training, and business unit certifications.
Helps to develop training materials and coach Service Desk Analysts during new business role outs, system upgrades, new applications, or projects associated with service delivery.
Develops knowledge articles and/or provide review and feedback of existing articles to ensure accurate and up to date support information exists in the knowledge database.
Acts as an escalation point for less experienced analysts by offering technical assistance and/or by reviewing their work prior to routing to next levels of IS Support.
Continually works to meet or exceed Customer Service Level (SLA) commitments
Other duties as assigned by leadership.
- Associates degree or equivalent combination of education and experience.
3-5 years of IT experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, virus protection, and terminal emulation
Healthcare experience preferred
Experience in multi-user, multi-host environment
Other Preferred Capabilities
Excellent Communication Skills
Analytically inclined with attention to detail and accuracy
Strong organizational skills
Ability to work independently
Training and Coaching skills
Good Interpersonal skills
Ability to work under pressure and prioritize work
Excellent time management skills
Maintains the confidential nature of sensitive data
Personal/Professional Qualities Preferred:
Personable, tactful, polite
Integrity and high personal, professional and ethical standards
How To Apply
We urge you to apply to any/all positions that you have interest in. If you fit the qualifications for the role, we will reach out to you. Please ensure you complete all required fields within the application (indicated with an asterik), as well as additional information that is requested of you. Information that you offer us will better assist us in understanding your qualifications and fit for the position(s) you've applied for.
Equal Employment Opportunity
Ascension Information Services is an EEO/AA Employer M/F/Disability/Vet. Please click the link below for more information.
EEO is the Law Poster Supplement
Ascension Health - IS (AIS) participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.
E -Verify (link to E-verify site)