Senior Service Desk Analyst (IT)

Sr Service Desk Analyst (IT)-130501

Description

Senior Service Desk Analyst provides second-level technical support for Group Health's IT Help Desk. Independently supports Group Health's suite of hardware, software, clinical applications and telecom (Data and Voice, Wireless) on the most complex technical issues. Mentors and coaches IT Help Desk Analysts to grow their core technical skills and in deciding when escalation to Vendor or Enterprise Operation Center is required. Responsible for Incident and Problem management to meet Service Level Agreements with GH Stakeholders. Proactively engages Enterprise Operations Team for continuous review of Problem and Incident Reports being escalated out for the HD. Represents IT Help Desk in project meetings regarding technical advancements of Group Health systems, software, and applications. May assist with providing monthly reporting for any departments that require trend analysis, downtime analysis, and ad-hoc reporting. Performs constant analysis to help identify work that should remain within the Help Desk as standard work, keeping the resolution closer to the Stakeholder. Has the ability to learn, grow, and master a variety of IT related technologies and tool sets.

The ideal candidate will have the following experience:

- Aspect eWorkfoce/RTA
- Working with Nice Recording Systens Evaluations
- Avaya One-X Agent/Communicator
- Avaya CMS Supervisor

The Sr Service Desk Analyst will be on the phones for 6+ hours a day. Looking for high energy individuals with strong customer service background to support incoming ACD calls for desktop and telecom related issues.

Qualifications

Education
Minimum Education Requirements
Vocational School/Certificate Prog Or HS Diploma/GED with 2+ years of related work experience in the IT field.

Preferred Education
Associates Degree Or two year Certificate from a college or trade school in related field.

Knowledge/Skills
Minimum Knowledge/Skills Requirements
Intermediate Proven knowledge of IT Help Desk and customer service skills, both written and oral. Has the ability to analyze and translate stakeholder's communications into a technical solution. Strong written and oral communication skills. Experience using Microsoft Office products and Help Desk service management tools.

Preferred Knowledge/Skills
Advanced Experience training individuals using IT-related tools, technical equipment, hardware, software, and applications. Has experience working in an environment with security and auditing requirements.

Experience
Minimum Experience Requirements
5 years IT experience in a technology related field or technical training program. Requires 2+ years of IT-related hardware, software, and application troubleshooting experience in a Customer Service IT Help Desk environment. Strong understanding of incident management.

Preferred Experience
2 years In addition to five years technology experience, working in an IT-related Help Desk environment utilizing a variety of tools for at least two years. Experience troubleshooting LAN, WAN, WLAN, VPN, and IP-related networks.

License/Certifications
Minimum License/Certifications Requirements
None Required

Preferred License/Certifications
At time of hire One or more of the following: Comp TIA - A+, Net+, Security+, Project+.

Group Health is an Equal Opportunity Employer committed to a diverse and inclusive workforce.

Job: Information Services

Organization: Information Technology

Primary Location: WA - Seattle-Tukwila-Administrative Main Building

Bargaining unit: WWA Admin NonExempt (non-union)

FTE: 1

Schedule: Full-time

Shift: Day Job

Days of shift: M-F

Hours of shift: 8am - 5pm

Travel: No

Job level: Individual Contributor

Job type: Standard

Employee status: Regular