Eden Health
Service Desk Analyst
Eden Health, Vancouver, Washington, United States, 98662
JOB SUMMARY
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Analyst is to provide first line remote support for EmpRes Healthcare owners and partners. The Service Desk Analyst is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved, as well as meeting customer satisfaction and continuous service delivery demands.
ESSENTIAL FUNCTIONS
Customer InterfaceFollow customer service guidelines regarding Customer interaction for superior quality service.Receive inbound calls from Customers and ensuring these are logged and addressed.Ensure the Customer is kept up-to-date with progress and action on all Incidents, Problems, and Service Requests being managed by the department.Provide regular status updates on Requests.Incident Management
Record and manage the life cycle of Incidents that affect the service provided to Customers.Troubleshoot and resolve Incidents within a reasonable amount of time.Coordinate with third party resources regarding Incident resolution.Escalate Tasks and Incidents that cannot be resolved in a reasonable amount of time by the Service Desk Analyst to second or third line support resources, and coordinate the response of these resources.Major Incident Management
Coordinate with the rest of the Service Desk in the identification of Major Incidents.Liaise with Service Desk Manager or Lead Service Desk Analyst to escalate Major Incidents.Request Fulfillment
Record and manage the life cycle of all Service Requests.Prepare, order, and build approved equipment Requests.Fulfill service installations and system access requests in accordance with the IT Service Request process.Fulfill user account management requests in accordance with the IT User Account Management process.Escalate Service Requests that cannot be resolved by the Service Desk Analyst to second or third line support resources and coordinate the response of these resources.Performance Management
Provide guidance and assistance, and meet the development needs of individuals (including own needs) on the Service Desk.Control and manage expenditure related to Service Desk activities.Problem Management
Identify Problems that need to be referred to Problem Management.Contribute to the resolution of Problems where appropriate.OTHER DUTIES
Other duties as assigned and appropriate to the position.KNOWLEDGE, SKILLS, AND ABILITIES
Microsoft Certified Solutions Expert (MCSE) Certification - Enterprise Desktop Support Technician, CompTIA A+ Certification, or equivalent experience is desirable.EDUCATION, LICENSURE, AND EXPERIENCE
Associate's Degree in Information Systems or related field is desirable.1-2 years of relevant technical experience.
Pay Range:
$21.15 per hour
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Analyst is to provide first line remote support for EmpRes Healthcare owners and partners. The Service Desk Analyst is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved, as well as meeting customer satisfaction and continuous service delivery demands.
ESSENTIAL FUNCTIONS
Customer InterfaceFollow customer service guidelines regarding Customer interaction for superior quality service.Receive inbound calls from Customers and ensuring these are logged and addressed.Ensure the Customer is kept up-to-date with progress and action on all Incidents, Problems, and Service Requests being managed by the department.Provide regular status updates on Requests.Incident Management
Record and manage the life cycle of Incidents that affect the service provided to Customers.Troubleshoot and resolve Incidents within a reasonable amount of time.Coordinate with third party resources regarding Incident resolution.Escalate Tasks and Incidents that cannot be resolved in a reasonable amount of time by the Service Desk Analyst to second or third line support resources, and coordinate the response of these resources.Major Incident Management
Coordinate with the rest of the Service Desk in the identification of Major Incidents.Liaise with Service Desk Manager or Lead Service Desk Analyst to escalate Major Incidents.Request Fulfillment
Record and manage the life cycle of all Service Requests.Prepare, order, and build approved equipment Requests.Fulfill service installations and system access requests in accordance with the IT Service Request process.Fulfill user account management requests in accordance with the IT User Account Management process.Escalate Service Requests that cannot be resolved by the Service Desk Analyst to second or third line support resources and coordinate the response of these resources.Performance Management
Provide guidance and assistance, and meet the development needs of individuals (including own needs) on the Service Desk.Control and manage expenditure related to Service Desk activities.Problem Management
Identify Problems that need to be referred to Problem Management.Contribute to the resolution of Problems where appropriate.OTHER DUTIES
Other duties as assigned and appropriate to the position.KNOWLEDGE, SKILLS, AND ABILITIES
Microsoft Certified Solutions Expert (MCSE) Certification - Enterprise Desktop Support Technician, CompTIA A+ Certification, or equivalent experience is desirable.EDUCATION, LICENSURE, AND EXPERIENCE
Associate's Degree in Information Systems or related field is desirable.1-2 years of relevant technical experience.
Pay Range:
$21.15 per hour