Service Desk Analyst
Core
First point of contact for staff, providing expert troubleshooting and problem-solving to resolve technical issues via phone, web portal, and email.
Role type
Service Desk Analyst
Builds
IT Service Management (ITSM) system logs and updates
Domain
Healthcare IT / Desktop Support
Required skills
IT principles, computer hardware, software applications, networking concepts, ITIL-based ITSM systems, Cerner EMR, Patient Admission system (iPM), M365 applications
Preferred skills
Active listening, empathy, patience, critical thinking, adaptability, learning agility
Responsibilities
Resolve incidents and requests via web portal, email, and phone; log and update calls into ITSM system; support communications technologies, desktop support, and clinical/non-clinical applications; work rotational roster for after-hours coverage
Seniority
Entry to Mid-level, hands-on IC