Job Information
Dayton Children's Hospital Service Desk Analyst I in Dayton, Ohio
Facility:Dayton Children's - Main CampusDepartment:MIS - Service Desk TeamSchedule:Part timeHours:20Job Details:The Service Desk Analyst provides world class front line support for customer issues including daily responsibility for receiving, tracking, analyzing and resolving reported issues. The analyst receives customer reported issues primarily by answering the service desk phone hotline but may receive support requests via other methods. The analyst tracks customer issues, at the time of the call, using the IT ticket tracking system according to departmental procedures and ITIL processes. The analyst is responsible for providing immediate problem analysis and resolution for the majority of received issues; escalating to more senior resources as required. The analyst is responsible for providing excellent customer service using varied communications techniques. The analyst will be responsible for ticket documentation, incident notification and reporting, customer surveys and meeting productivity targets related to issue processing/resolution.
Other duties the analyst will perform include initial problem identification/resolution of reported issues involving hospital applications such as Microsoft Office/Office 365, Epic, Citrix, Virtual Desktop Infrastructure and printer configuration in collaboration with other support/network analysts. The analyst will assist with monitoring infrastructure alerting systems as required. The analyst may perform daily computer operation duties including system monitoring, backup/restore tasks, report processing and other tasks as required. The analyst is expected to possess a wide variety of hardware and software knowledge and maintain basic IT certifications as required by the position. The analyst may be required to provide assistance to support analysts or off-shift coverage as requested by management.
Department Specific Job Details:
Education:
High School Diploma or GED required
Experience
Customer Service experience required
IT Service Desk Customer Service preferred
Hardware/software knowledge preferred
Documentation or ticketing system experience preferred
Skills:
Demonstrable experience in a service desk or technical support role, with a preference for candidates who have worked in a healthcare environment.
Strong knowledge of IT systems, software, and hardware fix.
Exceptional problem-solving skills and the ability to think on your feet.
Good communication skills, both written and verbal, to interact effectively with a diverse range of users.
A collaborative spirit, willing to work closely with colleagues to achieve common goals.
A commitment to our values of safety, compassion, ownership, collaboration, innovation, and equity.
This role is 20 hours per week, part-time. It does require weekend availability and flexibility throughout the week to cover shifts.
Education Requirements:
High School (Required)
Certification/License Requirements:
At Dayton Children's we believe that each moment counts with our patients, families and with each other.
We are moving at a fast pace and are looking for the right talent for our team at Dayton Children's. We want people who embody our values and want to become a part of the Dayton Children's difference. If this is you, apply today!
Our values:
Safety--We make safety our first priority.
Compassion--We deliver compassionate, family-centered care to all we serve.
Ownership--We are the pediatric care experts and act knowing that every patient, visitor and the hospital is our collective responsibility.
Collaboration--We work collaboratively to care for children, their families and each other.
Innovation--We continuously innovate to make Dayton Children's even better today and into the future.
Equity -- We strive for an environment in which all feel welcomed, valued and fairly treated in order to reach their full potential.
Dayton Children’s is proud to be an Equal Opportunity Employer who values diversity and will not discriminate against minorities, women, protected veterans, individuals with disabilities, or on the basis of age, color, gender identity, national origin, race, religion, sex, sexual orientation or transgender status.