The Service Desk Analystis part of the Service Desk Group. This position works collaboratively withother technicians in a team environment to provide quality customer service.
Essential Functions andResponsibilities of the Job
Provide 1st tier problem resolution for PC Hardware, software and network issues.
Provide 1st tier problem resolution for Telephone and Pager issues.
Adhere to company Service Desk (Help Desk) Best Practices to perform daily operations and provide customer support.
Reference system and application support documentation for customer support.
Work with remote control tools to resolve customer issues.
Document change and problem requests in the call tracking system.
Assign unresolved PC and Telecom issues to 2nd tier support resources within applicable service level agreements.
Escalate service requests and change orders that may require additional resources for timely closure or escalated priority.
Monitor servers using Network Management tools.
Notify end users of planned and unplanned Outages/Events.
Undertake ad-hoc assignments as required so as to react quickly and positively to new or emergent situations.
Comply with all IS Policies, Procedures and Standards, including: Network/Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI).
Perform Quality Management System and Customer Satisfaction Responsibilities fully without any exception or deviation.