Position Title:

Department:

Job Description:

The Service Desk Analyst II provides support for technology-related incident resolution and requests reported to the service desk. The Service Desk Analyst II also serves as a key technical/clinical IT resource for support of a broad set of technical /clinical and business applications. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst II is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. The Service Desk Analyst II serves as a second level technical/assistance for the Service Desk Analyst I. Level II handles issues escalated by Level 1.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.

• Promotes system security and patient confidentiality and helps ensure compliance.

• Provides second level assistance to Level 1 Service Desk analyst.

• Service Desk Analyst II has the knowledge and availability to handle special project that are assigned to Service Desk.

• Ability to handle escalations from Service Desk Levell 1 analyst.

• Provides after hours and on-call support as needed.

• Maintains and protects confidentiality regarding all aspects of patient care and employee information.

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Graduate of a Technical/Trade School or Associate's Degree required.

Experience Requirements: 3-5 years of experience required.

License/Certification/Registration Requirements: HDI Support Center Analyst (HDI-SCA) required within 12 months of employment.

Knowledge/Skills/Abilities Required:

• Demonstrates understanding of Corporate, Division, and Facility-specific applications, technology, and terminology.

• Proficiency in addressing and resolving technology related issues, including, but not limited to desktop and network environments and peripheral devices

• Strong organizational and time management skills to support customer processes and techniques.

• Advanced analytical skills.

• Ability to solve advanced problems.

• Advanced competency in MS Office Suite and ticketing systems such as ServiceNow

• Independently resolves customer and Tier I escalations

• Escalates the most complex issues to Tier III

• Advanced customer service, strong organizational skills and strong interpersonal skills with Tier I agents.

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.