The Service Desk Analyst I (SDAI) is responsible for supporting the functional and operational efficiency of Information Management and the Service Support Division. SDAI's will take ownership of resolving first level customer service requests related to both hardware and software and will use excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team environment. SDAI's will be highly customer service orientated and proactive in anticipating and resolving problems while maximizing efficient use of computer resources.
The Service Desk Analyst I is also responsible for supporting the business goals and objectives of the Service Desk, the Service Support Division, Information Management, and the CHRISTUS organization as a whole. The SDAI is expected to cooperate with other personnel and workgroups, to practice ongoing self-development, and to demonstrate behaviors that are aligned with the CHRISTUS Mission, Core Values, and Vision.
Provides first level hardware and software technical support to include password resets in a professional and timely manner, while ensuring Five-Star Customer Service to both CHRISTUS Health and external customers seeking assistance from the Service Desk through phone calls, emails, or self service tickets.
Provides effective Five-Star Customer Service by being polite, courteous, and friendly towards all customers at all times. Acknowledges customers immediately in order to determine need and helps the customer resolve issues or requests. Participates in departmental programs that promote and deliver exceptional customer service.
Provides customers with assistance in understanding and making appropriate use of software tools and various applications and equipment such as, but not limited to MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers to support end user and/or customer requests.
Answers customer questions and concerns regarding system operations and responds proactively in resolving system issues by assessing the extent of problem and escalating the issue to next level support when necessary.
Determines higher tiered or second level support group responsible if First Call Resolution does not occur. Adheres to all established Service Desk policies, procedures, and guidelines for processing, escalating, notifying and closing customer calls.
Fully documents all associated resolutions and/or actions taken in the ticketing software system, including but not limited to, description of incident, information on the customer and hardware used, troubleshooting methods performed, and actions taken to final resolution and furthermore communicates resolution/escalation to the customer.
Manages Support Teams Service Desk dockets to ensure customer SLAs are being adhered to. Follows up with internal and external support technicians and analysts for ticket status updates.
Facilitates knowledge sharing by creating Knowledge Base Articles and Wiki entries for Information Management support teams to utilize in resolving reoccurring issues.
Assists Service Desk Analyst II's and III's and second level support analysts in evaluating change management resolutions on new products and technologies for the organization.
Serves as a liaison between Information Management Department and all customers.
Performs other duties and special projects as assigned by the Service Desk Team Leads, Service Desk Supervisor, or Service Desk Manager.
Our Mission: WHY WE EXIST. To extend the healing ministry of Jesus Christ. Our Core Values: WHAT WE BELIEVE IN.DIGNITY Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved. INTEGRITY Honesty, justice, and consistency in all relationships. EXCELLENCE High standards of service and per...formance. COMPASSION Service in a spirit of empathy, love, and concern. STEWARDSHIP Wise and just use of talents and resources in a collaborative manner.Our Vision: WHAT WE ARE STRIVING TO DO. CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God's healing presence and love. Our Name and Symbol:WHO WE ARE. CHRISTUS is Latin for "Christ," and proclaims publicly the core of our mission. OUR NAME choice also recognizes the heritage of our two congregational sponsors, the Sisters of Charity of the Incarnate Word in Houston and San Antonio. Jesus Christ is the Incarnate Word, the Word of God made flesh. It is, therefore, only fitting that it is in another form of His name that our health ministries are called together. OUR SYMBOL Reflects the healing ministry of Jesus Christ - a combination of a medical cross and a religious cross. The flowing banner on the cross is a common symbol of the risen Christ, while the royal purple signifies Christ. The flowing banner also conveys a sense of motion as we move forward into a new era of service to our communities.
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