Service Desk Analyst - Information Technology - Flex 0.5 (40 hrs biweekly) (73158)

In an environment of continuous quality improvement, the Service Desk Analyst is responsible for providing quality first-level support to IT users and employing a high degree of customer service, technical expertise and timeliness. This position is responsible for maintaining a knowledge base to optimize problem resolution, tracking calls and entering solution data and following through on resolution with end users. The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.

Job Functions:

1. Fields incoming requests to the Service Desk via telephone, e-mail, and in person when needed to ensure courteous, timely and effective resolution of end user issues.
2. Documents all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
3. Prioritizes and schedules problems, escalating problem (when required) to the appropriately experienced technician.
4. Researches, resolves, and responds to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group.
5. Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
6. Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
7. Accesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
8. Routinely contributes to the Knowledge Base.
9. Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity.
10. Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
11. Participates in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed.
12. Applies diagnostic utilities to aid in troubleshooting.
13. Builds rapport and elicit problem details from service desk customers.
14. Identifies and learn appropriate software and hardware used, and supported, by the organization.
15. Performs post-resolution follow ups to help requests.
16. Reinforces SLAs to manage end-user expectations.
17. Communicates effectively in both written and oral format following the AIDET model.
18. Serves in an on-call capacity to troubleshoot and mitigate urgent and high level system issues occurring after-hours and on weekends.
19. Assumes all other duties and responsibilities as necessary.