Analyst, Senior Service Desk
Bayhealth Medical Center - Dover, DE

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  • Under general direction, the Senior Service Desk Analyst is responsible for ensuring the timely process through which user problems are controlled. Includes: problem recognition, research, isolation and resolution, and follow-up steps. Requires experience and understanding of Clinical Information System environment. The Senior Service Desk Analyst is able to resolve less complex problems immediately, while more complex problems are resolved in collaboration with subject matter experts. May provide guidance and training for less experienced Service Desk personnel.

    In addition to the minimum/preferred qualifications, the ideal candidate will have s trong communication skills with ability to translate information from technical resources into instructions and directions that can be clearly interpreted and understood by customers; be d etail oriented; have good self-management skills; the a bility to provide first line problem analysis and resolution; possess a sense of urgency and an understanding of business impact of all customer issues; the ability to use clear and appropriate questioning techniques and ability to conceptualize problems; the a bility to provide clear, accurate, and timely documentation (excellent data entry) and follow-through (monitoring the ticket every 2 hours to ensure ticket is resolved in timely manner and contacting the customer to provide ticket status); the a bility to function in consultative role as valued advisor; and have the exceptional ability to diffuse volatile situations when distressed or irate customers call for support .

    Minimum/Preferred Qualifications:

    Education: Associate’s degree in Computer Science or related discipline; or Information Technology Diploma from an accredited education institution with 4 years of experience in IT Service Desk role. Bachelor’s degree in Computer Science or related discipline preferred .

    Experience: Minimum of 3 years in an IT Service Desk role as direct support to customers of information systems. 5 years in an IT Service Desk role as direct support to customers of information systems preferred .

    Computer/Software Knowledge: Microsoft Windows 2000 OS; Remote Access; Lotus Notes; Microsoft Office Suite of Products; In-depth understanding of information systems technology to include common computer application systems, hardware, networks, messaging systems required.

    License/Certification: A+ and HDI certification required. Network + certification preferred.

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