Customer Support Services Analyst

St. Luke's University Health Network • Allentown, PA • 1d ago

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Customer Support Services Analyst provides remote technical support by conducting initial assessment, triage, troubleshooting and resolution of basic issues with network, intranet, internet, telephony, software and hardware components for the St. Luke's user community 24/7/365.

JOB DUTIES AND RESPONSIBILITIES:

Performs remote diagnostic and troubleshooting on SLUHN devices

Applies technical skills to identify and resolve service inquiries received from user community into the Service Desk. These inquiries are related to but are not limited to team benchmarking for First Call Resolution and overall productivity based on individual goals and KPI's set by Manager

Enter all customer related information, questing for accurate and concise data for the creation of valid reports into the ITSM application

Escalate unresolved service inquiries to correct IT support team

Act as a central point of contact in crisis/incident situations and disseminate pertinent information as necessary according to Service Desk procedures

Monitor trends related to potential service interruptions or global incidents

Follows Incident Management notification policies

Maintains extensive knowledge of standard hospital support components as documented in the IT Knowledge Base

Completes competencies related to Service Desk Training on support components as determined by the Manager

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires crouching, kneeling, and lifting of objects weighing up to 60 pounds, pushing objects weighing up to 80 pounds. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. Seeing as it relates to general, near, color and peripheral vision. Hearing as it relates to normal and telephone conversations.

EDUCATION:

Associates degree or above in a related Information Technology or Computer Science field required or High School diploma/GED along with comparable years of experience.

TRAINING AND EXPERIENCE:

Two years PC/LAN support experience preferred. Printer knowledge and support. Call center experience in a Service Desk environment. Healthcare IT experience

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)

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