Ascension Health Service Desk Analyst in Troy, Michigan

Job ID: 260167

Service Desk Analyst

Troy, Michigan

Regular/Rotating

Additional Job Information

Title: Service Desk Analyst

City, State: Troy, MI

Location: MITROY 800 Tower Dr

Department: Ops Service Center CRC

Additional Job Details: FT, Rotating

About Us

Ascension Information Services is one of the nation’s largest healthcare information technology services organizations.

We provide Ascension and its subsidiaries low-cost, high-value IT infrastructure and software application services that:

• Support rapid and effective clinical decision making

• Improve efficiency and care transitions

• Foster information sharing across the continuum of care

• Make knowledge and data actionable, leading to improved patient outcomes

Job Description

SUMMARY: The Service Desk Analyst provides Level 1 (first call) IS help desk support. The analyst interacts with customers to gather information, analyse the situation, provide guidance to problem resolution, and when necessary forward/assign the issue to the appropriate next levels of IS support. The analyst utilizes common Service Desk tools like a ticketing tool, knowledge database, and remote control tools, in performing this function.

CAREER PATH:

RESPONSIBILITIES:

  1. Enters and maintains accurate information and data regarding end-user issues within a Service Desk ticketing system, and according to policies and standards.

  2. Assists end users over the phone to resolve problems such as resetting passwords and resolving common printing problems.

  3. Troubleshoots application related issues over the phone. Able to troubleshoot and resolve common e-mail problems and assists end users with MS Office application functionality.

  4. Uses common Service Desk Tools such as Remote Control Tools, to resolve standard desktop and application related problems.

  5. Uses Knowledge Database to assist with triaging problems, assigning proper priority to issues and assigning issues to the correct IS Support Teams.

  6. During service disruptions, executes notification processes to management and clients, and facilitates communication between Service Desk and next levels of IS Support.

  7. Continually works to meet or exceed Customer Service Level (SLA) commitments

  8. Other duties as assigned by leadership.

Qualifications

Education:

Associates degree preferred

Experience:

  • Minimum of 2 years experience

  • 2 – 3 years experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, virus protection, and terminal emulation preferred

  • Experience in multi-user, multi-host environment preferred

Other Preferred Capabilities

  • Excellent Communication Skills

  • Analytically inclined with attention to detail and accuracy

  • Strong organizational skills

  • Ability to work independently

  • Good Interpersonal skills

  • Ability to work under pressure and prioritize work

  • Excellent time management skills

  • Maintains the confidential nature of sensitive data

Personal/Professional Qualities Preferred:

  • Personable, tactful, polite.

  • Sound judgment.

  • Team player.

  • Integrity and high personal, professional and ethical standards.

How To Apply

We urge you to apply to any/all positions that you have interest in. If you fit the qualifications for the role, we will reach out to you. Please ensure you complete all required fields within the application (indicated with an asterik), as well as additional information that is requested of you. Information that you offer us will better assist us in understanding your qualifications and fit for the position(s) you've applied for.

Equal Employment Opportunity

Ascension Information Services is an EEO/AA Employer M/F/Disability/Vet. Please click the link below for more information.

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

EEO is the Law Poster Supplement

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/ofccpeeosupplementfinaljrfqa508c.pdf

E-Verify Statement

Ascension Health - IS (AIS) participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

E -Verify (link to E-verify site)