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-Service Desk

Department: Service Desk

Schedule: Full Time

ESSENTIAL DUTIES/RESPONSIBILITLIES:

• Deliver high quality customer service and technical support to BMC internal clients.
• Addresses a full range of customer needs, including trouble-shooting, technical assistance, system usage support, password resets, documenting installation, move, add and change requests. Answers queries surrounding computer hardware, software, network, and telecommunications systems that originate by telephone, voice mail, or e-mail.
• Educates and trains clients on applications and technology
• Record, maintain and update records in the Incident Management system
• Performs analysis of problems and assist with corrective action to restore functionality
• Researches and resolves customer calls that require follow-up
• Works with technical or development staff to resolve recurring problems and issues with applications and/or Products
• Document and submit problem resolutions to the Service Desk knowledge database in order to assist other Help Desk personnel with problem resolutions
• Complies with documented processes and works towards meeting expected service levels.
• Follow documented processes
• Escalate issues as appropriate
• Establish Working Relationships
• 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:

• 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