- Operations of the day-to-day components of the OneOncology Service Desk. This includes, but is not limited to, trouble ticket resolution, technical customer service, and response to other items related to technology operations.
- Responds to and resolves requests for assistance with computer systems and provides superior customer support experiences for users.
- Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
- Trouble-shoot and escalate customer issues for which tier 1 Service Desk is unable to resolve.
- Determines appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.
- Partners with product owners to ensure root cause analyses and elimination of service disruptions.
- Provide feedback and updates to customers and other appropriate Teammates from start through resolution of enterprise-wide technology issues.
- Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed customer expectations.
- Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.
- Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
- Create standards and procedures to support service desk platform and processes.
- Build and maintain KPI measurements and reports to monitor service desk performance
- Participation in 24x7 on-call support
- Other duties as assigned and occasional travel
- Proven experience with IT Service Management transformation and continuous improvement initiatives.
- Knowledge and understanding of best practices for service management.
- An ability to think critically about systems and adjust as needed.
- Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
- Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
- An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
- Bachelor's degree in information systems or healthcare related field is preferred
- 3 - 5 years of recent experience in technology, service desk, and helpdesk
- Healthcare related experience a plus
- ITIL certifications a plus
- Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted
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Tech Analyst II - Nashville, United States - OneOncology
Description
OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive OneOncology's mission and vision.
Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve.
Job Description:
The Service Desk at OneOncology serves as the point of contact for all issues related to technology. The Technology Analyst 2 position is a key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Tech Analysts are responsible for effectively interacting with users and serve as a key point of communication between customers and the Technology organization. In addition, the Service Desk is also responsible for representing the service desk team to other stakeholders and helping ensure the service desk is constantly developing and improving.
Responsibilities
