Service Desk Analyst I at Eskenazi Health in Indianapolis, Indiana

Job Description:

Division:Eskenazi Health



Sub-Division:Hospital



Req ID:21691



Schedule:Full Time



Shift:Days


Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.




FLSA Status



Non-Exempt




Job Role Summary



The Service Desk Analyst I works all tickets with the intent of resolving while the customer is on the telephone.




Essential Functions and Responsibilities



• Work all tickets with the intent of resolving while the customer is on the telephone
• Provides correct and current 10 digit contact numbers and email address in all ticket,
• Performs problem resolution on tickets and provide the knowledge article used before escalation of tickets.
• Performs high level of trouble shooting on tickets
• Provides correct and current 10 digit contact number and email address in all tickets.
• Must answer calls within 2 rings to your extension
• Manages work through use of Resource Central ticketing system
• Create a ticket for every call received in Resource Central
• Daily maintain any assigned reports
• Report to management any discrepancies of assigned reports
• Escalate tickets to the appropriate Tier 2 resolver groups
• Knowledge of Active Directory and resetting passwords
• Maintain good notes to help customers working in Epic and other systems
• Must be able to understand and resolve calls for Health and Hospital applications




Job Requirements



• Associates degree in Computer Science/Technology required
• In lieu of educational requirement, high school diploma and 2 years solid helpdesk experience preferred
• On the job training - combination of observing others and hands-on experience completing tasks under the supervision of a training manager or coworker




Knowledge, Skills & Abilities



• Problem solving skills
• Maintain up-to-date notes on Epic and other systems
 database usage
 network architecture
 personal computer architecture
 data communications
 use of personal computer software
• Ability to:
 assist users in returning to work in the event of service interruptions
 provide consistently high levels of customer service
 adhere closely to defined Service Desk and Incident Management procedures
 consistently identify incidents for which prepared solutions are not available
 accurately record incident and resolution effort details
 good communication skills
 rapidly absorb demonstrated instruction
 comprehend computer systems/networks/software operations
 have strong oral/written communication skills
 have strong customer relations skills
 have strong empathetic listening skills
 apply documented procedures
 work quickly under time constraints
 quickly and accurately document customer reports of service interruptions
 understand simple to complex computer hardware/software problems
 exercise tact, patience, sound judgment and diplomacy in high stress situations


Accredited by The Joint Commission and named one of the nation's 150 best places to work by Becker's Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America's best midsize employers' Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care - Center of Excellence in Women's Health, just to name a few.



Nearest Major Market: Indianapolis