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Service Desk Shift Analyst
Center for Health Care StrategiesService Desk Shift Analyst providing Tier 1 support in healthcare IT environments at Nemours Children's Health. Must cover flexible hours including weekends, evenings, and Holidays.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 1 support, troubleshooting technical issues, and managing customer communications effectively. Proficient in following documented procedures and maintaining confidentiality while adapting to changing environments.
Highest-signal resume keywords
Tier 1 SupportCustomer Support SkillsITIL Foundation CertificationAnalytical ThinkingTime Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Problem ResolutionIncident TroubleshootingSystem MonitoringUser Account AdministrationBackup Process Analysis
Soft Skills
Excellent Communication SkillsConflict Management SkillsAdaptabilityClear Analytical Thinking
Tools & Technologies
Service Desk ToolsData Center Systems
Certifications & Qualifications
ITIL Foundation CertificationHDI Certification
Industry Keywords
Customer ServiceTechnical SupportIncident Management
About the role
Key responsibilities & impact- Identifies, researches, and resolves technical problems
- Answer and handle calls in Service Desk Queue
- Monitors and manages phone, email queue, voicemail and other means of customer entry to the Service Desk
- Provides daily Tier 1 support to end users on a variety of issues
- Analyst will be required to escalate to support teams as required
- Responsible for covering off hours support and ensuring phone coverage at all times
- Analyst will work directly with Delaware counterparts in coordinating after hours desk side support while ensuring appropriate Service Desk coverage
- Share responsibility to monitor various computer systems in the data center
- Accountable for customer and internal IS communications for major incidents
- Troubleshoots incidents across various technology platforms and administers end users accounts
- Prepares, follows and maintains documented procedures utilizing appropriate tools
- Assists Desktop Team by providing desk side support after hours or as needed
- Analyzes production jobs, backup processes, system monitors and server availability
- Escalates to Tier 2 teams as required
- Follow critical incident procedures for system outages including sending outage notifications
- Maintains user and departmental confidentiality at all times
Requirements
What you’ll need- High School Diploma is required, as well as at least 1 year of specialized training
- Minimum of three (3) years of job-related experience required
- ITIL Foundation/HDI Certifications desired but not required
- 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
Benefits
Comp & perks- Schedule Flexibility is a must
- Provides IT presence at the Hospital
- Pursues and completes ongoing, self-selected, or Enterprise directed education and/or professional development
- Complete other projects and duties as assigned