Service Desk Analyst

John Muir Health

(Walnut Creek, California)
Full Time
Job Posting Details
About John Muir Health
The eBusiness group at John Muir Health is a dynamic, well-organized team that is passionate about creating innovative web and mobile products that will revolutionize healthcare delivery. In just the past three years, we’ve created a new team, launched a patient portal, a mobile app, a physician portal, and are building innovative applications while fully committed to Agile philosophies that will raise the bar on how healthcare is delivered.
Summary
Works within established procedures for the Service Desk to manage requests from inception to implementation. Ensures that all responses are planned, communicated and tracked until completion. Provides ITS solutions and services which ultimately contribute to patient safety and care.
Responsibilities
* Functions as first point of contact, either by email or telephone to Service Desk for end users of clinical and non-clinical software applications. * With guidance of next level analyst, may provide solutions for basic requests and problems. * Escalates issues to next level analyst as defined in the Department procedures. * Has a basic understanding of end users’ business needs when identifying problems and providing solutions. * Needs to be available for on-call duty when necessary. * Physical requirements noted below. * Key Responsibilities * Maintains the problem tracking database with information on reported issues and their resolution or escalation. * Documents help requests and resolution in Service Desk ticketing system. * Manages password resets and assigns appropriately to ensure security related protocols are met. * Maintains ITS facilities and equipment in a condition that promotes efficiency and safety. * Complies with the Health System's Polices/Procedures protecting patient information and the confidentiality of the information in accordance with the Federal and State regulations.
Ideal Candidate
* Associate degree, High School diploma or Vocational Trade School certification; experience or alternative degree may be considered in lieu of required education. * Up to 2 years experience within a Service Desk Support Environment preferred. * Demonstrated knowledge of basic concepts, practices, and procedures used within a Service Desk Support Environment. * Demonstrated skills in the use of MS Outlook, Excel, Word, Project, Visio, OCS, and SharePoint. * Experience and knowledge of Windows Operating Systems. * HDI Service Desk Analyst certification required, although may be obtained within 6 months of hire. * ITIL v3 Foundation Certification preferred.

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