Associate Service Desk Analyst

Schedule: Monday-Friday 7:00am-3:30pm

Job Summary

The primary purpose of this role is to provide first level end user support to our clients and to perform other duties as needed. Provide support to clients via telephone, chat support, web submissions, and email. Process service requests, triage and categorize incidents utilizing problem-solving skills.

 

Essential Functions/Major Job Responsibilities

• Provisions account related access based on Request demands.
• Provides an ad-hoc service to users of Active Directory related computer systems, troubleshooting and resolving systems problems.
• Carries out a prescribed program of system performance monitoring, measurement, management, and supports a proactive approach to meeting changing system demands
• Assist in the maintenance of the Service Desk Knowledge Base
• Works directly with clients on less complex issues requiring basic product knowledge and basic troubleshooting skills
• Knows when to escalate to the next tier level
• Participates in quality processes

 

Education

• Bachelor's Degree (Preferred)

Additional Education

Work Experience

• 0-2 years relevant work experience (Preferred)

Additional Work Experience

Management Experience

Certifications

Knowledge, Skills and Abilities

• Displays basic level knowledge of the following: • Microsoft Windows operating systems • Microsoft Office • IT Service Management software • Allscripts Solutions and knowledge of Allscripts clients and processes • Familiarity with the healthcare industry in general

Working Arrangements

• Primarily works in standard office environment or remotely
• May require after-hours, on-call support and/or holidays

Travel

• Up to 10% travel may be required

Physical Demand Requirements

• Sitting : Regularly
• Standing : Occasionally
• Walking : Occasionally
• Climbing/Balancing : Occasionally
• Reaching with arms and hands : Occasionally
• Stooping/Kneeling/Crawling : Occasionally
• Talking : Regularly
• Hearing : Regularly
• Vision - close, peripheral, depth, ability to adjust focus : Regularly
• Use of electronic keyboard : Regularly

 

Description of Working Environment/Conditions

• Typical office or computer environment (Yes)
• Mostly indoor office environment with windows (Yes)
• Office with equipment noise (Yes)
• Offices with frequent interruptions (Yes)
• Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify (Yes) Based upon the needs of the client
• Other? Please specify (No)

Core Competencies

Client Service (internal and external)

Competency Description
Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Proficiency Level
Proficient

Behavioral Indicators
Responds to clients’ needs in a timely, professional, helpful and courteous manner; Strives to meet service standards in all circumstances; Develops and maintains positive relationships with clients

Quality Focused

Competency Description
Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client.

Proficiency Level
Proficient

Behavioral Indicators
Delivers results while ensuring quality isn’t compromised; Follows relevant procedures and pays attention to detail; Checks work for accuracy and completeness; Presents information accurately

Results Oriented

Competency Description
Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals.

Proficiency Level
Basic

Behavioral Indicators
Completes work assignments by designated due dates; Plans, prioritizes and balances work to meet commitments, goals and deadlines; Stays focused on goals despite obstacles and disruptions

Accountability

Competency Description
Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly.

Proficiency Level
Basic

Behavioral Indicators
Follows through and meets commitments; Meets work quality and performance standards; Seeks input on tasks and responsibilities as needed

Communications

Competency Description
Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback.

Proficiency Level
Basic

Behavioral Indicators
Communicates information (facts, ideas, data or messages) in a clear, convincing and organized manner; Tailors communication (e.g. content, style) to diverse audiences; Develops materials that are clear, concise, accurate and grammatically correct

Collaboration

Competency Description
Interacts with others in the pursuit of common mission, vision, values and goals. Cooperates with others to accomplish common goals; treats others with dignity and respect and values the contributions of others.

Proficiency Level
Proficient

Behavioral Indicators
Establishes relationships and credibility across the organization; Maintains respectful and productive working relationships with colleagues; Supports team decisions, assisting other associates and doing their share of the work to meet goals and deadlines

 

 

 

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Last updated on Aug 23, 2024