Service Desk Analyst

Day-to-Day:

- This individual will be working for one of Central Florida's largest Hospital Entities. They will be supporting the internal users on the clinical and corporate side to field technical service requests. This candidate will provide technical assistance in setup, installation and configuration of desktop hardware and software.



Essential Functions include:

- Provides first-tier support to customers for incidents, requests and/or problem resolution.

- Guides customers through troubleshooting procedures.

- Records detailed information on all Service Desk tickets.

- Triages and assigns unresolved issues to correct team for resolution.

- Follows all escalation and notification procedures.

- Pages on-call with appropriate information to resolve issues.

- Maintains performance levels set by leadership

- Uses established procedures and checklists to perform assigned tasks.

- Works under minimum supervision.

- 1+ years of experience in a technical phone role -- help desk, service desk, technical support, etc.

- Looking for an energetic, self-starting service desk analyst with technical ability and strong communication skills, both written and verbal

- Previous experience working with IT -- professionally or personally

- Be customer service oriented -- will be working with internal employees

- Soft skills and personality are extremely important: Intrinsically motivated, outcome oriented, ownership attitude, ability to think outside of the box/multitask

- Experience working on a Windows Operations System, in a client/server network environment with some remote/VPN users

- Knowledgeable of Microsoft Office products including Outlook mail

- Cherwell or Service Now experience for ticketing systems (Not required)

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.