DESCRIPTION

Purpose: The IT Service Desk Analyst I‘s primary function is to provide first level customer support to Nuvance Health users, including medical and administrative staff in multiple locations. In addition to answering incoming calls and creating service incident in ITSM (provide service incident number to users) and tracking service incidents. The IT Service Desk will have to minimize the impact of IT incidents by resolving first time where possible with remote control. The IT Service Desk Analyst I is also required to escalate issues when appropriate, communicate with users regarding downtime and other unplanned occurrences, and enforce all Nuvance Health security policies.
Essential Responsibilities
1. Manage the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently
2. Be available to answer incoming calls for assistance and efficiently resolve issues.
3. Use make-busy codes to correctly designate unavailable time
4. Complete or escalate all assigned workload by end of each shift (includes: Unassigned service incidents, unassigned service requests and unassigned service tasks)
5. Maintain a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams
6. Accurately enter all calls into the ITSM ticketing system and correctly assign/re-assign Service Requests and Incidents entered through Customer Self-Service or via email.
7. Escalate to appropriate resource if unable to resolve; understand what resources are available.
8. Work closely with other team members to share information and develop solutions.
9. Knowledge Base Management (Update/Create 2 articles per month)
10. Keep up to date on new Nuvance Health applications and technology and be able to troubleshoot associated problems.
11. Maintain in depth knowledge of support
12. Fulfill all compliance responsibilities related to the position
13. Maintain and Model Nuvance Health Values.
14. Demonstrates regular, reliable and predictable attendance.
15. Performs other duties as required.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Requires high school diploma or equivalent.
• Formal classes in computer science, Microsoft products, or Customer Service are highly desirable but not required
• ITIL or ITSM education preferred

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS:

• Possess a high level of customer service skill. 6+ months’ experience in a customer service position; previous help desk experience is highly desirable.
• Excellent interpersonal skills, communication skills, positive attitude, and the ability to interface with team members and contribute to team productivity.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Well-developed problem solving skills; able to develop creative solutions to resolve difficult or unusual problems.
• Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations.
• Ability to work responsibly with or without direct supervision.
• Working knowledge of Windows 10/Windows 7 operating systems and Microsoft applications (Including Office and Outlook/Exchange, Office365)
• Meets all legal hiring criteria and must be able to provide at least two employment references.

LICENSE, REGISTRATION, OR CERTIFICATION REQUIREMENTS:

• CompTIA A+ Certification or higher preferred

Please refer the Job description for details