Service Desk Analyst I - Dean McGee Eye Institute - Oklahoma Health Center

The Service Desk Analyst I provides support for technology and clinical-related incident resolution and requests reported to the OU Health ETS service desk. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst I is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other service resources or escalate to the proper IT team.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Uses the appropriate categories for logging incidents and requests.

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.

• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

• Provides after hours and on-call support as needed.

• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Graduate of Technical/Trade School or Associate's Degree required.

Experience Requirements: 0 - 3 years of experience required.

License/Certification/Registration Requirements: HDI Support Center Analyst (HDI-SCA) required within 12 months of employment.

Knowledge/Skills/Abilities Required:

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.

• Ability to learn how to resolve technology related issues, including, but not limited to desktop and network environments and peripheral devices

• Demonstrated ability to learn customer support processes and techniques.

• Strong analytical skills.

• Ability to solve basic problems.

• Competency in MS Office Suite and ticketing systems such as ServiceNow

• Demonstrates ability to provide strong customer service skills