Service Desk Analyst (Fluent English Required)

Summary

The Service Desk Analyst provides service desk assistance and technical support via phone email and ITSM applications to resolve IS-related customer requests. The role also monitors system alerts processes Operations jobs and distributes reports within the assigned shift as required.

Detailed Responsibilities

1. Provide Tier 1 service desk support via phone email and ITSM tools resolving requests during the first contact whenever possible.
   

2. Provide Tier 2 support for complex issues and escalate to Senior/Lead Service Desk Analysts when appropriate.
   

3. Document track and monitor incidents to ensure timely resolution.
   

4. Troubleshoot issues using experience judgment standard work instructions and remote support tools to meet Service Desk performance goals.
   

5. Monitor server alerts network alerts sensor alerts and other system notifications and coordinate with Technical Support Partners to resolve issues.
   

6. Work with and monitor Technical Support Partners to ensure timely resolution of incidents and requests.
   

7. Communicate system problems and status updates to ISD on-call resources ISD leadership and stakeholders as required.
   

8. Notify appropriate staff via preferred contact methods (pager/mobile) and follow established escalation procedures when necessary.
   

9. Process Operations batch jobs and distribute reports during the assigned shift; troubleshoot operational issues related to AS/400 servers and network systems as directed.
   

10. Perform other duties as assigned.
    

Service Desk Support Scope

• Provide Level I support for routine issues such as:
  

  • Password resets
    

  • Email issues
    

  • Web access restrictions
    

• Provide Level II support for more complex incidents or escalate as needed.
  

• Ensure all incidents are properly documented tracked and resolved within SLA timelines.
  

• Use technical expertise and judgment to troubleshoot and resolve incidents effectively.
  

• Coordinate with Technical Support Partners to ensure timely incident resolution.
  

Requirements

Technical Expertise

1. Experience in providing end-user computer support is required.
   

2. Experience in data center operations is preferred.
   

3. Proficiency in Microsoft operating systems and desktop applications or similar software is required.
   

4. Good oral and written communication skills with proper grammar.
   

5. Ability to create read and follow written procedures and verbal instructions.
   

6. Experience working with all levels within an organization is required.
   

7. Experience in healthcare is preferred.
   

Education and Experience

1. Education: High School Diploma or equivalent is required; college coursework is preferred.
   

2. Certification: Help Desk Institute (HDI) certification is required within 12 months.
   

3. Years of Relevant Experience: Minimum of two (2) years required.
   

4. Supervisory Experience: None.