Rhode Island Medical Imaging
IT Service Desk Analyst
Rhode Island Medical Imaging, Warwick, Rhode Island, us, 02888
SUMMARY:
Under the general supervision of IT Service Desk Manager, and collaborating with other IT Service Desk Analysts as well as other IT staff, works with RIMI employees to troubleshoot hardware and software issues and manage request for IT assistance. Be the first level phone support for RIMI's users and others that use technology across the organization.
The analyst will efficiently and courteously respond to requests for assistance to the IT Service Desk and manage the incident and requests through the proper workflow. This includes documenting, triaging, resolving, and closing items. Attempts to resolve issues on the first contact.
During daily activities the analyst can interact with a range of users from clinicians and C-level executives to individual departments. As a result, they must always exhibit a high level of understanding, empathy and customer service.
Identifies and escalates to the IT Service Desk Manager any concerns or conflicts with issues or operations and bring forth suggestions or possible solutions.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Ability to work with diverse groups and individuals at all organizational levels
Answer, evaluate and prioritize incoming incidents and requests via the IT Service Portal, IT Service Support Phone and chat from RIMI community
Gather pertinent information and process and document all work via IT Service Desk system
Ability to get to the root of a problem and determine details through repeated and thoughtful questions
Manage user feedback and respond to client concerns; escalate as needed to IT Service Desk Manager as needed
Exhibit a passion for problem solving
Respond to incidents and requests using the knowledge base
Analyze requests and quickly arrive at a solution or escalate to appropriate application or IT team expert.
Assist in the maintenance of the internal and external knowledge management/knowledgebase; confirm information exists and is current; update as needed or notify appropriate content experts to update
As assigned, create and edit user documentation, "how to" articles and procedures as it related to systems and processes
Participates in the downtime events
BASIC KNOWLEDGE:
Basic understanding and familiarity with healthcare environment
A robust focus customer service
The ability to assess impact of a situation and escalate as needed
Knowledge of ITSM tools, such as a service desk management solution.
Knowledge of Microsoft Office suite, Microsoft Office 365 and diagramming tools such as LucidChart
Analytical abilities
Communicator with the ability to manage potentially volatile situations and demonstrate empathy
Ability to help others identify the root of issues to ensure they are properly addressed
EDUCATION:
2 year/Associate Degree or combination of relevant education & experience may be considered in lieu of Associate's Degree
EXPERIENCE:
Service desk or experience in a technology support related field preferred
Love of working with a variety of users across multiple business areas
Passion for technology and ways in which technology can solve business problems
Solid verbal and written communication skills
Customer service-oriented
Ability to multi-task
Ability to work independently or as a member of a team
SUPERVISORY RESPONSIBILITY:
None
Under the general supervision of IT Service Desk Manager, and collaborating with other IT Service Desk Analysts as well as other IT staff, works with RIMI employees to troubleshoot hardware and software issues and manage request for IT assistance. Be the first level phone support for RIMI's users and others that use technology across the organization.
The analyst will efficiently and courteously respond to requests for assistance to the IT Service Desk and manage the incident and requests through the proper workflow. This includes documenting, triaging, resolving, and closing items. Attempts to resolve issues on the first contact.
During daily activities the analyst can interact with a range of users from clinicians and C-level executives to individual departments. As a result, they must always exhibit a high level of understanding, empathy and customer service.
Identifies and escalates to the IT Service Desk Manager any concerns or conflicts with issues or operations and bring forth suggestions or possible solutions.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Ability to work with diverse groups and individuals at all organizational levels
Answer, evaluate and prioritize incoming incidents and requests via the IT Service Portal, IT Service Support Phone and chat from RIMI community
Gather pertinent information and process and document all work via IT Service Desk system
Ability to get to the root of a problem and determine details through repeated and thoughtful questions
Manage user feedback and respond to client concerns; escalate as needed to IT Service Desk Manager as needed
Exhibit a passion for problem solving
Respond to incidents and requests using the knowledge base
Analyze requests and quickly arrive at a solution or escalate to appropriate application or IT team expert.
Assist in the maintenance of the internal and external knowledge management/knowledgebase; confirm information exists and is current; update as needed or notify appropriate content experts to update
As assigned, create and edit user documentation, "how to" articles and procedures as it related to systems and processes
Participates in the downtime events
BASIC KNOWLEDGE:
Basic understanding and familiarity with healthcare environment
A robust focus customer service
The ability to assess impact of a situation and escalate as needed
Knowledge of ITSM tools, such as a service desk management solution.
Knowledge of Microsoft Office suite, Microsoft Office 365 and diagramming tools such as LucidChart
Analytical abilities
Communicator with the ability to manage potentially volatile situations and demonstrate empathy
Ability to help others identify the root of issues to ensure they are properly addressed
EDUCATION:
2 year/Associate Degree or combination of relevant education & experience may be considered in lieu of Associate's Degree
EXPERIENCE:
Service desk or experience in a technology support related field preferred
Love of working with a variety of users across multiple business areas
Passion for technology and ways in which technology can solve business problems
Solid verbal and written communication skills
Customer service-oriented
Ability to multi-task
Ability to work independently or as a member of a team
SUPERVISORY RESPONSIBILITY:
None