Service Desk Analyst-Division Office Tallahassee

GENERAL SUMMARY OF DUTIES – The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

 

KNOWLEDGE, SKILLS & ABILITIES

Required:

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and

terminology.

• Demonstrated ability to learn customer support processes and techniques.

• Strong analytical skills.

• Ability to solve problems.

• Competency in MS Office Suite

Preferred:

• Competency in call center tracking tools

• Prior experience supporting customers in use of application software.

• Proficiency in using support software tools.

• Customer service orientation and/or prior customer service training.

• Strong understanding of HCA security-related procedures.

EDUCATION

• Bachelor’s degree preferred.

EXPERIENCE

• One to two years work experience

CERTIFICATE/LICENSE - N/A