Skip navigation
Unable to save this job. Please try again later.

{msg}

Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Service Desk Analyst jobs in Cincinnati, OH delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Sign Up

or   Sign In Here
Password Must Contain
• 
8 to 15 characters
• 
1 uppercase letter
• 
1 number or symbol
• 
1 lowercase letter
Cancel
Create an Account with CareerBuilder to save jobs & unlock these great features
See similar job titles and skills to help you make your next move
Upload a resume and become visible to Hiring Managers and Employers
Compare Salary Information to see where you stand amongst your peers
Easily Quick Apply to jobs with just one click!

Email Send Failed!

Service Desk Analyst Tier II

OSIS • Cincinnati, OH

Posted 2 months ago

Job Snapshot

Full-Time
Travel - None
Computer Software, Computer Hardware, Healthcare - Health Services
Information Technology, Customer Service
Relocation - No

Job Description

RESPONSIBILITIES:

  1. Address Service Desk NextGen inquires received via phone, portal and email.
  2. Communicates with members, in written and verbal form, per company communication standards to ensure consistent communication.
  3. Communicates the resolution of tickets to members with a high degree of ownership to ensure the service/project issue was resolved and closes ticket upon confirmation.
  4. Generates member tickets based on verbal and written incoming service requests; accurately documents and clarifies work needed so all details are listed in the ticket.
  5. Receives member generated tickets and prioritization from Dispatch; resolves or escalates tickets based on member issue.
  6. Works with outside vendors and other functional areas within company to research, troubleshoot, and update knowledge base for more complex member issues.
  7. Troubleshoots and resolves member issues and queries related to computer systems, NextGen software, and hardware.
  8. Maintains up-to-date and accurate ticket status and documentation.
  9. Follows up with member to ensure problems are resolved.
  10. Escalates member issues to Dispatcher, when appropriate, and clearly communicates steps taken, future steps and member needs in the ticket to ensure a smooth transition between departments.
  11. Receives member generated tickets; schedules, prioritizes and distributes to appropriate Service Desk member, IT department or NextGen department for resolution based on the department specialty.
  12. Identifies the need for onsite service for broken equipment, notifies Procurement of equipment needs and dispatch of ticket escalation.
  13. Accurately tracks, documents and allocates time through weekly timesheets.
  14. Maintain a positive working relationship between member and service desk through exceptional customer service.
  15. Ensure leadership is promptly aware of member escalations and dissatisfactions.
  16. Other duties as assigned by Director of Customer Service.
  17. Rotates Monthly On - Call duties with Service Desk Analyst I and Service Desk Analyst II team members.

Job Requirements

SKILLS:

  1. Ability to communicate technical concepts to technical and non-technical audiences
  2. Ability to manage multiple concurrent projects
  3. Ability to take direction well and follow detailed instructions
  4. Basic and advance hardware/software troubleshooting
  5. Exceptional customer service practices
  6. Must have a positive attitude, be engaged, accountable, and professional
  7. Working knowledge of NextGen software installation, configuration, troubleshooting and repair.
  8. Willing to be comfortable and proactive with self-learning modules such as eLearning media.


QUALIFICATIONS:

Must have an Associate’s degree or at least 5 years of experience in Computer Science or Healthcare IT.  5 years (minimum) experience troubleshooting hardware and software problems. 3 year (minimum) experience in helpdesk/call center. Ability to meet deadlines and manage multiple concurrent projects. Must be NextGen Certified (NCP) or receive certification within 6 months of hire. Strong organizational and time management skills. Excellent problem-solving, analytical and evaluative skills. Must work well in a team environment.

PHYSICAL REQUIREMENTS:

Low physical effort required to sit, stand at files, bend, stoop, lift, and walk.  Maximum unassisted lift = 35lbs.  Average lift less than 10lbs.  Requires ability to use a keyboard, monitor, calculator and telephone.  Also requires the ability to communicate verbally, both in person and on the telephone.  May require traveling by car.


Help us improve CareerBuilder by providing feedback about this job: Report this Job.
CAREERBUILDER TIP
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
Don't miss out on new jobs like this
Get the latest jobs delivered to your inbox. Unsubscribe at any time.

Saving Your Job Alert

Job Alert Created

Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

Maximum Email Alerts

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.