Client Service Analyst, ITS-Service Desk

POSITION SUMMARY:

Provides front line customer support for Boston Medical Center and affiliated organizations employees. Responds to incoming calls, emails, and in person requests for assistance with all IT-related issues. Triages calls by identifying, classifying, and prioritizing incidents and requests. Resolves issues as appropriate, and engages other teams as necessary. Has good judgment. Owns customer relationship through resolution of incident. Thoroughly documents all actions in ticketing system. Has frequent interactions with all levels of personnel, therefore has impeccable customer service skills.

Position: Client Service Analyst, ITS

Department: Service Desk

Schedule: Full Time

ESSENTIAL DUTIES/RESPONSIBILITIES:

Triage incoming calls, emails, web requests, and in person contact from customers

Thoroughly document each contact with customers, and each step taken toward resolution

Provide accurate and standards-based solutions to user problems

Own the customer relationship from the detection to resolution of the incident

Identify and follow up on tickets requiring special attention

Escalate issues to appropriate on-call resources when necessary based on established procedures

Monitor queue and work incidents in order of priority

Have good time management skills

Facilitate shift turnover on off hours and contribute to Computer Operations report

Run batch jobs, monitor progress, and report any exceptions or failures to job stakeholders

Share technical knowledge with other Tier 1 colleagues

Produce, review, and update Knowledge articles to be used by the team

Attend training session and possibly assist in training workshops

Make field visits as needed to resolve customer and patient related issues in a timely manner

Perform software/hardware troubleshooting to isolate and diagnose common problems

Troubleshoot desktop, laptop, and other user device issues

Troubleshoot printer problems

Respond to needs and questions of users concerning their network access

Provide account additions, deletions, maintenance

Has frequent interaction with development and operations staff; works on performance issues, upgrades, design reviews, and application setup/implementation

Might be asked to answer Tier 1 phones in times of extremely high volume

Serves as representative of IT Services to rest of hospital

Conforms to hospital standards of performance and conduct, including those pertaining to patient rights

Follows established hospital infection control and safety procedures

Perform other duties as needed

Must adhere to all principals of BMC's RESPECT behavioral standards

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

Associates' Degree (or 2 years equivalent combination of formal education and/or related experience) required.

Degree in Computer Science, Engineering, or related discipline preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

None

EXPERIENCE:

At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware.

Medical environment a plus.

KNOWLEDGE & SKILLS:

At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware. Medical environment a plus.

Impeccable customer service skills

Must be able to multi-task and prioritize well

Experience using ticketing system to track incidents

Excellent writing and communication skills

Demonstrated problem-solving ability

Broad range of network and desktop knowledge

Ability to give verbal instruction patiently to non-technical users

Knowledge of current PC and mobile computing technology

Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare.

Desktop: Windows Server 2003/2008, Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10, Sharepoint

OS: Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7

Hardware: Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers, Blackberry, iPhone, iPad

Protocols: TCP/IP, HTTP, Ethernet

Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications