Service Center Analyst I - Pensacola, United States - Baptist Health Care

Description

Job Description

The Service Center Analyst I resolves hardware and software problems within established service level agreements. The position processes incidents and service requests through established incident and request fulfillment processes, and proactively looks at root cause and trends in incident handling. The Service Center Analyst I provides feedback as part of ongoing process improvement activities, and elevates complex problems to senior levels in a professional fashion.

Responsibilities

• Acts as a primary point of contact for incidents and service requests as reported from customers, system monitoring and alerts. Answers customer problem and inquiry calls, voicemails, and e-mails and troubleshoots and resolved simple to complex hardware and software issues.
• Strives to resolve the maximum number of incidents and service requests without further escalation within his/her level of core competence, following defined IT Service Management processes and established performance parameters.
• Provides initial assessment of categorization and prioritization for reported incidents and service requests.
• Documents incidents accurately and clearly and follows proper processes for incident and service request resolution. Maintains ownership of the incident until proper hand-off is made.
• Performs hierarchical (Supv. and/or Service Owner) and functional (Subject Matter Expert) escalations in accordance with established processes. Ensures incidents and service requests are properly escalated and assigned to the most appropriate resource.
• Helps ensure that documented and standardized methods and processes are developed and used for efficient and permanent resolution of problems identified by the Problem Management Process.
• Recognizes trends and identifies global issues. Monitors indicators and effects timely intervention to limit problem escalation.
• Utilizes desktop management tools for remote access, disk level imaging, system patching and desktop administration whenever possible to enhance customer service and resolve incidents as quickly as possible. Uses basic administration skills with Microsoft Active Directory such as but not limited to adding, changing or deleting workstation objects and related attributes.
• Updates Service Center's Automated Call Distribution system (ACD) and other notification systems during planned and unplanned global outages.
• Data Center monitoring, reporting and access. This includes monitoring of environmental, reporting of issues to appropriately and logging access.

Qualifications

Minimum Education

• High School Diploma or Equivalent Required or
• Associates Degree Computer Science, Computer Information Technology, Other related field Required

Minimum Work Experience

• 18 months of IT service center experience with HSD/GED Required or
• 1-3 years IT service center experience with Associates Degree Required
• Call center experience preferred

Required Skills, Knowledge and Abilities

• Must possess good verbal and written communication skills, comfortable in interacting within all levels of the organization.
• Must have troubleshooting skills in a 24/7 environment.
• Ability to follow defined processes and procedures.

About Us

Baptist Health Care is a not-for-profit health care system committed to improving the quality of life for people and communities in northwest Florida and south Alabama. The organization includes three hospitals, four medical parks, Andrews Institute for Orthopaedic & Sports Medicine, and an extensive primary and specialty care provider network. With more than 4,000 team members, Baptist Health Care is one of the largest non-governmental employers in northwest Florida.