IS Service Desk Analyst - (Full-time), Nights 12-hr ...

Schedule: 12-hours/day, 36 hours/week Week 1: Wednesday, Thursday and Friday (8:00PM - 8:30AM) Week 2: Thursday, Friday and Saturday (8:00PM - 8:30AM) Summary: Provides front line service for all IS customer incidents, requests and problems. Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately. Provides high level of customer service and technical expertise. Position Responsibilities: Responds quickly and with exceptional level of service to all incoming customers . Carefully and adeptly analyzes each incident, request and problem . When possible, provides immediate resolution , else uses preliminary analysis and critical thinking to escalate item appropriately . Elicits information necessary to resolve customer incident , request or problem . Uses Service Now ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue . Writes Knowledge Base articles for solutions as they are identified . Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues . Provides support to new team members . Assists with Problem Management tasks (communication, follow-up, etc.) during an active problem . Adheres to IT Business practices and is available for 24/7 support as needed. Position Qualifications Required / Experience Required: 2 years of technical support experience plus two years of customer service experience . Service Now preferred; Fundamental understanding of computer hardware and software principals and support. Strong customer service approach required as well as ability to effectively multi-task. Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management. Required Education: High School diploma Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience Training / Certification / Licensure: Service Now preferred Customer Service Training preferred Virtua welcomes all individuals, inclusive of race, sex, sexual orientation, gender identity, religion and faith, national origin, and disabilities, and we proudly look to each person's unique achievements and experiences to continue to set us apart. Our whole-hearted commitment to an inclusive, diverse, and equitable workplace enables Virtua to be here for our communities, here for our patients, here for our colleagues-Here for Good.

Created: 2024-11-03