Job Opportunities in United States

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.