Service Desk Shift Analyst- Evening/Night
Location: Wilmington, Delaware
Description: Nemours is employing Service Desk Shift Analyst- Evening/Night right now, this position will be placed in Delaware. Detailed specification about this position opportunity kindly read the description below. Nemours is seeking a to Service Desk Analyst join our team in Delaware.
As one of the nation's premier pediatric health care systems, Nemours provides world-clas! s clinical care in four states - Delaware, Florida, New Jersey and Pennsylvania. Located in Wilmington, Delaware, the Nemours/Alfred I. duPont Hospital for Children offers intensive and acute inpatient and outpatient services covering more than 30 pediatric specialties. Ranked among the nation's best in pediatric specialty care by U.S. News & World Report, this world-renowned teaching hospital has served children from 42 states and 14 nations. Extending the world-class care of the Nemours/Alfred I duPont Hospital, Nemours duPont Pediatrics provides expert care for even more children across the Delaware Valley through community-based physician services and collaborative partnerships with health and hospital systems.
To keep pace with the changing health care environment and build a healthier future for our children, Nemours has embarked on a multi-phase expansion to create a children's hospital like no other in the region. Upon completion in June 2014, the hospital ! will include private patient rooms, a new Pediatric Intensive ! Care Unit, and a new expanded Emergency Department.
This position will be responsible for the identification, research, and resolution of technical problems. Answer and handle calls in Service Desk Queue within abandon rate, talk time, speed to answer and other established department targets. Monitors and manages phone, email queue, voicemail and other means of customer entry to the Service Desk. The Service Desk Analyst documents, tracks, and monitors the problem to ensure a timely resolution. He/she will be required to provide daily Tier 1 support to end users on a variety of issues. The analyst will be required to escalate to support teams as required.
The analyst will be responsible for covering off hours support (weekends, evenings, overnights, holidays) and ensuring phone coverage at all times. The analyst will work directly with Orlando Florida counterparts in coordinating after hours desk side support while ensuring appropriate Service Desk phone covera! ge. He/she will share responsibility to monitor processes and interfaces. The analyst will provide/coordinate escalations to on call support teams along with managing enterprise wide outage communications when appropriate.
Primary Responsibilities:
1. Responds to user requests/incidents received and provides first level support for both remote and local customers regarding office and clinical information systems, network, hardware, and software issues, triaging and rou ting to next level of support where appropriate.
2. Monitors the service desk ticket queue and provides follow up in order to ensure timely and satisfactory resolution to user requests\incidents within agreed SLA.
3. Troubleshoots incidents across various technology platforms and administers end users accounts.
4. Prepares, follows and maintains documented procedures utilizing appropriate tools (i.e. Remedy KMS, ServiceNow, Active Directory, SCCM etc)
5. Assists Desktop Tea! m by providing desk side support after hours or as needed.
6. Analy! zes production jobs, backup processes, system monitors and server availability.
7. Escalates to application, infrastructure and/or desktop teams as required.
8. Maintains user and departmental confidentiality at all times.
9. Pursues and completes ongoing, self-selected, or Enterprise directed education and/or professional development.
10. Complete other projects and duties as assigned.
11. Ability to work with interruptions; flexibility with schedule and responsibilities, works independently
Shift Hours:
Monday 2pm-Midnight
Thursday 3pm-Midnight
Friday 3pm-Midnight
Saturday 12pm-Midnight
**Schedule subject to change
The ideal candidate will have three years of prior Service Desk experience and possess the ITIL Foundation and/or HDI certification. Excellent Customer Service skills are a must! Must be willing to work a flexible schedule that may include overnights, weekends, and/or Holidays. Healthcar! e experience is preferred.
Performance Skills
- Excellent customer support/service skills
- Clear, analytical thinking and problem solving
- Excellent communication skills with ability to present technical concepts in common language
- Ability to handle problems in a calm and responsive manner (Conflict management skills)
- Adaptability to changing environments, processes, technologies
- Time Management
- Team centric and leadership ability
- Uses feedback for improvement
- Strong written skills
- Technical Expertise
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Nemours.
Interested on this position, just click on the Apply button, you will be redirected to the official website
This position will be started on: Wed, 21 Aug 2013 09:55:19 GMT
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