| Duties & Responsibilites : | The Service Desk Analyst will provide first line support to internal and external customers.
The Service Desk Analyst will be responsible for Incident Registration, monitoring, tracking and communication to the customer; Incident investigation and diagnosis; the provision of resolutions and workarounds that can be retrieved from Standard Operating Procedures and existing Problems and Known Errors; escalation of Incidents to Incident Support groups where a resolution or workaround cannot be retrieved from one of those sources.
- Act as a single point of contact for Customers via phone calls, web (BMC FootPrints) , email and walk-ins
- Utilize BMC FootPrints 11.6 Service Core software to accurately record and document all details of Incident, RFC, Problem, Event and Access request
- Ensure that all requests are logged correctly , in a timely manner and that all information is accurate
- Monitor and track the progress of requests for support and ensures that customers and other stakeholders are kept informed
- Contributes to the creation/facilitation/maintenance of knowledge base and user guides.
- Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues
- Assist Service Desk Manager with Weekly and Monthly Service Operations meeting by scribing meeting minutes and reviewing then with Service Desk Manager before publication.
- Ensure that defined ITIL processes are followed ensuring flow of tasks within the MITS teams
- Manage the lifecycle of incidents and request, escalating as appropriate and closing them when the user is satisfied.
- Serve a backup to the Service Desk Manager as needed.
Required Skills
- Excellent Communication Skills and telephone manners(written and oral in English)
- 2 years recent IT Service Desk
- Customer focused; demonstrating empathy with others, good listening, and questioning skills.
- Incident Management experience – Managing incidents including business expectations and communication
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Ability to work well with others, contribute to team values and rapport-building across all areas of the organization.
- Strong analytical, conceptual, and problem solving skills.
- Strong documentation skills and attention to detail.
- Strong organizational skills.
Soft skills Required:
- Ability to work effectively in a stressful environment
- Strong Work Ethic
- Highly self-motivated and energetic
- Positive Attitude
- Team Player
- Time Management
Preferred Skills:
- Knowledge of and experience working with best practices for IT Service Management specifically in ITIL V3 Foundations Processes
- Knowledge of and experience providing service for Mainframe and Distributed Systems-(Incident, Problem & Access)
- Minimum competency with demonstrated ability in MS Office Suite-(Work, Excel, PowerPoint, SharePoint & Flow charting software)
- Knowledge of and experience working with a ticket management system
- Knowledge of and experience working with health insurance or have a healthcare background- (Medicaid or Medicare)
Required Education and Experience:
-Minimum Associates Degree
INTERVIEW PROCESS:
In Person |
