SERVICE DESK ANALYST I

SERVICE DESK ANALYST I

MONDAY - FRIDAY

3PM-11PM

STROGER (HYBRID)

Salary is commensurate with years of experience indicated at time of application submittal. Experience not disclosed or documented at the time of application will not be considered for initial step placement.

JOB SUMMARY        

The Service Desk Analyst I is assigned to the Information Technology department supporting Cook County Health (CCH).  The Service Desk Analyst I handles incoming service operations requests for end users, either via email, text, self-service web based applications, over the phone, or face-to-face.  Using service desk ticketing systems, they input detailed notes of end user requests, determine steps they can take to resolve issues, and manage the flow of incoming requests.  CCH is a fast paced, multi-priority environment and team members will face new challenges and request types on a daily basis.

Typical Duties

·         Acts as an interface for customers to request service, responding to telephone calls, walk-ins, voice mails, faxes, emails, text, work orders, chat, and self-service tickets.

·         Follows CCH Service Management processes and procedures. Records, tracks and documents the service request fulfilment process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in appropriate Service Management and Asset Management applications such as Freshservice or other tools used by CCH.

·         Improves user satisfaction by providing friendly and professional customer service, responding to requests in a timely manner, and sending regular communications to the user. Achieves positive survey ratings as defined by team standards. Seeks out customer feedback.

·         Restores normal operations as quickly as possible in the case of a disruption. Troubleshoots problems, thinks critically, and identifies solutions or workarounds as appropriate. Follows-up with user to confirm that issues have been resolved in a satisfactory manner.

·         Escalates all user requests they are unable to resolve to higher levels of support.

·         Attempts to solve problems remotely whenever possible and practical. Provides in-person support when remote support is not possible.

·         Assigns incidents and requests using defined procedures, thoroughly documents troubleshooting activities, and maintains effective communication channels with requesters and team members. This includes FAQ documents for users that detail common requests and how to resolve them without opening a service desk ticket.

·         Replaces end user computing devices if required.

·         Monitors dashboards to ensure critical systems are available, accessible, and secure. Follows documented procedures to respond to alerts from CCH monitoring tools.

·         Performs testing on new releases to ensure systems readiness.

·         Identifies and learns appropriate software and hardware used and supported by the organization. Provides basic application training and support for users remotely.

·         Performs scheduled and recurring activities including per-shift, and daily activities.

·         Learns the basics of other Service Operations team systems and workflows and serves as a backup when needed.

·         Performs basic user account management activities in accordance with CCH procedures.

·         Keeps work areas clean and well ordered.

·         Maintains datacenter security.

·         Performs other duties as assigned.

·         High School Diploma or GED required (MUST PROVIDE PROOF AT TIME OF INTERVIEW)

·         One (1) year of experience in an IT Help Desk and/or Desktop support role in a healthcare environment OR successful completion of a CCH Internship program related to the Service Desk position required 

·         Experience in an enterprise environment with the Microsoft Operating Systems and Office Suite products required 

·         Must have excellent technical and computer skills with experience supporting local and remote users required 

·         Associates Degree or higher in Information Systems or related discipline from an accredited college or university

·         CompTIA A+ Certification

·         Microsoft Certified Solutions Associate (MCSA): Modern Desktop Administrator OR M365: Modern Desktop Administrator Associate

·         ITIL Foundation Certification

·         HDI Customer Service Representative (HDI-CSR) Certification

·         Broad knowledge of patient care/clinical delivery systems

·         Working knowledge and understanding of IT Service Operations tools

•        Thorough understanding of PCs, peripherals and operating systems.

•        Working knowledge of Networking and Server principles.

•        Excellent written and oral communication skills and the ability to interact positively with team members, end-users, and vendors on a daily basis.

•        Strong interpersonal and organizational skills, including the ability to meet deadlines, work in a team environment, achieve key performance metrics, and follow written policies and procedures.

•        Must be able to remain calm in a stressful environment and work overtime if needed.

•        Excellent problem-solving skills, including the ability to elicit valuable information on problems

•        Must have excellent time management skills and should be able to set priorities when handling multiple service desk user issues.

•        The ability to work with all levels of internal staff, as well as clients and vendors.

•        Enthusiasm, a passion for team working and a ‘can do’ attitude

•        The ability to create spreadsheets with large numbers of figures without mistakes

•        Must be able to move 50 pound boxes as needed for up to 4 hours each day.

This position is functioning within a healthcare environment.  The incumbent is responsible for adherence to all hospital and department specific safety requirements.  This includes but is not limited to the following policies and procedures:  complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.

• Medical, Dental, and Vision Coverage
• Basic Term Life Insurance
• Pension Plan
• Deferred Compensation Program
• Paid Holidays, Vacation, and Sick Time
• You may also qualify for the Public Service Loan Forgiveness Program (PSLF)  

For further information on our excellent benefits package, please click on the following link: http://www.cookcountyrisk.com/

When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service

• Meet the minimum qualifications for the position.
• Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, “Are you a Military Veteran?”
• Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing.  Please note:  If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date.  Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11)  or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status.  Discharge papers not listing an Honorable Discharge Status are not acceptable

A copy of a valid State ID Card or Driver’s License which identifies the holder of the ID as a Veteran may also be attached to the application at time of filing.

If items are not attached, you will not be eligible for Veteran Preference

VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER’S LICENSE AT TIME OF INTERVIEW.

MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING.

Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE).  Original credentialing documents must be presented at time of interview.

*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.

*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.

COOK COUNTY HEALTH & HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER