DESCRIPTION

Under supervision, the Service Desk Analyst is part of a team that provides technical support/customer service (Service Desk) for UC Health end-users. Secondarily. Service Desk responsibilities include, but are not limited to answering phone calls, emails, and voicemails from staff and physicians with the goal to resolve the customer need on first contact. This position may be required to provide 24/7 support as needed based on business needs. Performs other related functions as required.

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting /problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use.

Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades. Applies professional business/technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.

MINIMUM QUALIFICATIONS

• A Bachelor's Degree in related area; and/or equivalent experience/training.

• Professional experience, and proven success, providing information systems support and management in a large scale organization.

• Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

PREFERRED QUALIFICATION

• Experience in a healthcare environment.
• Epic support or end user experience.
• Service Now end user experience.

SPECIAL CONDITIONS

• Must be able to work various hours, days, shifts, on-call and locations based on the 24-hour Medical Center's business needs.
• Employment is subject to a criminal background check and pre-employment physical.