Help Desk Analyst in Chicago, Illinois at Sinai Chicago

Service Desk Analyst I

Summary

The Service Desk Analyst provides first level technical support for incidents and requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components. Ensures customer satisfaction by providing support via telephone, email or in-person for hardware, software, connectivity, and product specific incidents or requests for a face-paced healthcare workforce. A successful candidate will be detail oriented, outgoing, and comfortable working with all levels of Healthcare personnel as well as possess the ability to learn quickly and manage multiple priorities. Provides real time accurate ticket entry, triage and effective communications for incidents and requests. Follows ticket handling processes to resolve issues, fulfill requests and escalation.

Primary Duty

· Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.

• Reliable and cooperative team player; displays consideration and respect for others.

· Provide incident management for issue identification, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to laptops, mobile devices and related peripherals, prior to escalation to team leads or other resolver groups. Responsible for fulfilling requests related to new set-ups, software installations, permissions, configurations, etc.

· Accurate ticket entry for issue resolution to aid in incident management and problem management. Manage life cycle of tickets, including follow-up communications and status updates based on current Service Level Agreements.

· Attempts to resolve issues within the scope of the Help Desk before seeking escalation.

· Perform remedial actions and utilize took kits to correct problems based on knowledge of operating systems, software, viruses and malware.