Service Desk Analyst I
Ohio Shared Information Services Inc
Tampa, FL
Job details
Job Type
Full-time
Full Job Description JOB SUMMARY: Service Desk Analyst I is responsible for first call ticket resolution, high quality customer service and properly documenting member issues to facilitate a smooth ticket escalation between Service Desk and other departments to ensure timely ticket closure.
ESSENTIAL JOB FUNCTIONS: The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role. Other responsibilities may be assigned.
• • Communicates with members, in written and verbal form, per OSIS communication standards to ensure consistent communication.
• • 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.
• • 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.
• • Receives member generated tickets and prioritization from OSIS Service Desk Service Board; resolves or escalates tickets based on member issue.
• • Troubleshoots and resolves member issues and queries related to computer systems, NextGen software, and hardware.
• • Maintains up-to-date and accurate ticket status and documentation.
• • Follows up with member to ensure problems are resolved.
• • Escalates member issues to appropriate Service Desk Tier first or another OSIS department when appropriate, and clearly communicates steps taken, future steps and member needs in ticket to ensure a smooth transition between tiers and departments.
• • Identifies the need for onsite service for broken equipment, notifies Procurement of equipment needs and Onsite Field Services Technician via their ticket board of ticket escalation.
• Accurately tracks, documents and allocates time through weekly timesheets.
• •
Maintain a positive working relationship between member and service desk through exceptional customer service.
• -Rotates Monthly On - Call duties with Service Desk Analyst I and Service Desk Analyst II team members.
• • Ensure leadership is promptly aware of member escalations and dissatisfactions.
• • Other duties as assigned by Service Desk Manager.
SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibilities.
WORK ENVOIRNMENT:
This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, scanners, copy machines and filing cabinets.
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. Inside average office environment. Average office noise levels. No personal protective equipment required. Ambient temperature between 68 and 76F.
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time position. Days and hours of work are Monday through Friday, 8 hour shifts between 7:00 a.m. to 8:00 p.m. EST. Occasional evening and weekend work will be required as job duties demand based on the on call schedule rotation. Must be willing to work on-call after hours for one week/weekend once a month.
TRAVEL:
This position is not expected to travel.
REQUIRED EDUCATION AND EXPERIENCE:
• Must have an Associate’s degree or 2 years of experience in Computer Science or IT experience.
PREFERRED EDUCATION AND EXPERIENCE:
• • 2+ years’ experience troubleshooting hardware and software problems.
• • 1+ year experience in helpdesk/call center.
ADDITIONAL ELIGIBILITY QUALIFICATIONS:
• Must be NextGen Certified (NCP) or receive certification within 6 months of hire.
TELECOMMUTING AND TECHNICAL REQUIREMENTS:
This position must report to the OSIS office unless specified by the Service Desk Manager, for emergent situations and pre-authorized exceptions.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.