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Service Desk Analyst - Full-time, Days and Evenings

Northwestern Medicine
Occupational fields: 
Employment type: 
Full time
Remote Position: 
Required degree level: 

We are recruiting for a Service Desk Analyst to work full-time Wednesday - Sunday, 10:30am - 7:00pm. The Analyst is responsible for providing first level support through taking calls and handling the resulting Incidents or Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.

Technical Skills:

  • Provides technical support including the identification and implementation of both Service Desk and NMH best practice standards.
  • Ability to identify, analyze and solve problems. Basic knowledge of the Windows Operating System and related hardware and software.
  • Full understanding of internet related connections, technologies and associated applications.
  • Full understanding of PC related hardware and peripherals.
  • Ability to grasp a broad working knowledge of IT software and hardware platforms.
  • Provides troubleshooting skills and expertise to coordinate problem determination and solution, in working with internal NMH IT team members, across the full range of the NMH IT environment.
Customer Service:
  • Positive, Can and Will Do Attitude - Fix the Customer First approach.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Responds thoroughly and promptly to customer needs as defined in conjunction with our customers.
  • Follows issues through to closure.
  • Includes all aspects of customers (NMH technology users, IS team members, etc.).
  • Works effectively in supporting the NMH IT team, actively participating and communicating by documenting all technology related issues.
  • Understands the business and clinical processes at NMH and the operational environments of assigned customers.
Communication Skills:
  • Able to communicate in English, both verbally and in writing. Logs and tracks all incidents and requests from identification through resolution.
  • Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Communicates clearly, responsively, and purposely with customers and team members. Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions.
  • Adhere to Service Desk related processes and procedures.
  • Ability to self-manage Service Desk queue and Phone availability time.
  • Concentration on resolving all issues at the First Level.
Personal and Staff Development:
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Adheres to Code of Conduct and Mission and Value statements.
  • Seeks to improve talents and skills consistent with overall IS direction.
  • Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
  • Focuses on IS team success and promotes collaborative efforts with others.
  • Shifts among different service and technical roles as required by situation.
  • Adapts well to rapid change and multiple priorities.
  • Contributes to the IS Knowledge Repository.
  • EOE Minorities/Women/Disabled/Veterans.
  • VEVRAA Federal Contractor.
Required: Bachelors degree or equivalent experience, Relevant IT Certifications. 3-7 years of experience.

Northwestern Medicine is dedicated to providing the most advanced healthcare to the communities and patients we serve. The Northwestern Medicine clinical and administrative staff, medical and science faculty and medical students come together everyday with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.

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