HIT Svc Desk Analyst Ld

Department:

12263 Advocate Aurora Health Corporate - Service Desk

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday thru Friday 8am -4:30pm. On Call rotation responsibilities.

Major Responsibilities:

• Responsible for instructing, guiding, advising, assigning, assisting, and leading day-to-day activities performed by the Service Desk Analysts. Monitors Service Desk IVR to ensure defined processes are being followed. When issues are identified, appropriate coaching is provided.
• Provides input to the supervisor specific to setting priorities and/or moving team members to call queues that are under performing against the Service Desk SLAs. Provides direction/support when necessary.
• Provides support to troubleshoot, answer questions and resolve user complex issues or questions. Actively monitors call queue volumes and takes first tier calls when the call threshold has been exceeded.
• Assists in implementing the Service Desk All-hands process during unscheduled outages and downtimes making sure the Service Desk has the appropriate team members handling calls according to the Service Desk All-Hands-on-Deck policy process.
• Aids in screening applicants and interviewing candidates and provides input regarding performance reviews, hiring and promotional recommendations.
• Works with supervisor and trainer on training and developing new and existing staff. Reviews education materials for the HIT Service Desk staff as new systems or features are implemented.
• Assists in monitoring team member schedule adherence and phone availability. Reports any deviations as appropriate.
• Participates in the testing during upgrades, changes, and enhancements of systems.
• Attends CAB and Operational Readiness meetings to ensure that any changes that effect the Service Desk are properly communicated. Works with other IT resources to support software conversions and installation of software and hardware. Assists in the preparation of the systems so that new applications have a smooth transition into the Service Desk.
• Coordinates tasks during unscheduled system outages or with unresolved issues to ensure a timely service response. Tracks trends of daily calls received by the Service Desk to determine if major incident creation is required.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Associate's Degree in Computer Science or related field.

Experience Required:

• Typically requires 5 years of experience in providing technical support to end users in a technology environment.

Knowledge, Skills & Abilities Required:

• Excellent customer service skills with the ability to promote and foster a professional, positive, dynamic team environment.
• Broad range of knowledge in telecommunications, network, desktop and peripheral devices.
• Excellent communication and relationship building skills with the ability to interact with all levels and a diverse end-user population.
• Demonstrates ability for analysis, logical thinking, accuracy and attention to detail.
• Demonstrated strong proficiency in supporting software applications and monitoring tools.
• Keeps abreast of IT service desk best practices, workflows, processes, and procedures.
• Ability to work on multiple in-process tasks simultaneously, set appropriate priorities and accomplish assignments in a thorough and timely fashion.
• Self-motivated, with the ability to work both independently and within a team.
• Ability to seek out the best outcomes for the business and all team members
• Strong negotiation, analytical and problem-solving skills. Target focused and results driven.

Physical Requirements and Working Conditions:

• Must be able to sit up to 80% of each workday
• Must be able to perform fine hand manipulation when using a keyboard and be able to type 80% of the shift.
• Position may require travel. May be exposed to road and weather hazards.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties.