Service Desk Analyst

MCSS-MemorialCare Shared Svcs
Full Time
Day Job
Job Listing: 
Information Technology - Computer

The Service Desk Analyst is part of the Service Desk Group. This position works collaboratively with other technicians in a team environment to provide quality customer service. 

Essential Functions and Responsibilities of the Job 

  • Provide 1st tier problem resolution for PC Hardware, software and network issues.
  • Provide 1st tier problem resolution for Telephone and Pager issues.
  • Adhere to company Service Desk (Help Desk) Best Practices to perform daily operations and provide customer support. 
  • Reference system and application support documentation for customer support.
  • Work with remote control tools to resolve customer issues.
  • Document change and problem requests in the call tracking system.
  • Assign unresolved PC and Telecom issues to 2nd tier support resources within applicable service level agreements.
  • Escalate service requests and change orders that may require additional resources for timely closure or escalated priority.
  • Monitor servers using Network Management tools.
  • Notify end users of planned and unplanned Outages/Events.
  • Undertake ad-hoc assignments as required so as to react quickly and positively to new or emergent situations.
  • Comply with all IS Policies, Procedures and Standards, including: Network/Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI).
  • Perform Quality Management System and Customer Satisfaction Responsibilities fully without any exception or deviation.


  • Solid analytical and problem-solving skills
  • Good communications skills, both verbal and written
  • Ability to resolve typical computer/telephony issues over the phone
  • Working knowledge of customer software systems to facilitate issue resolution


  • Associate Degree in Computer Science or related field or equivalent experience
  • Two plus years experience in supporting PCs in a networked environment
  • A+ certification, MCP, or CAN preferred
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