As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
The Service Desk Analyst (SDA) is responsible for identifying, researches, and resolves technical problems. The incumbent will answer and handle calls in Service Desk Queue within abandon rate, talk time, speed to answer, FCR and other established department targets. You will be responsible for monitoring and managing the phone, email queue, voicemail and other means of customer entry to the Service Desk. The SDA will document, track, and monitor the problem to ensure a timely resolution. He/she will be required to provide daily Tier 1 support to end users on a variety of issues and escalate to support teams as required.
Analyst must possess strong Customer Service Skills, Problem Solving capability along with strong written and vocal communications. Team Player attitude is a must as we are a 23 person cross location support team offering 24/7 coverage to our hospitals & clinics.
Current Open Position is M-F 8:00am-4:30pm. Schedule is subject to change based on department need.
Responds to user requests/incidents received and provides first level support for both remote and local customers regarding office and clinical information systems, network, hardware, and software issues, triaging and routing to next level of support where appropriate.
Monitors the service desk ticket queue and provides follow up in order to ensure timely and satisfactory resolution to user requests\incidents within agreed SLA.
Troubleshoots incidents across various technology platforms and administers end users accounts.
Prepares, follows and maintains documented procedures utilizing appropriate tools (i.e. ServiceNow KM, etc.)
Escalates to Tier 2 teams (i.e. application, infrastructure, desk side teams, etc.) as required.
Follow critical incident procedures for system outages, which may include sending outage notification
Provides IT presence at the Hospital, which may require being onsite during the duration of an event such as a winter storm or other natural disaster.
Maintains user and departmental confidentiality at all times
Pursues and completes ongoing, self selected, or Enterprise directed education and /or professional development.
Complete other projects and duties as assigned
Ability to work with interruptions, flexible with schedule and responsibilities
Excellent customer support/service skills
Clear, analytical thinking and problem solving
Excellent communication skills with ability to present technical concepts in common language
Ability to handle problems in a calm and responsive manner (Conflict management skills)
Adaptability to changing environments, processes, technologies
Time Management Team centric and leadership ability
Uses feedback for improvement Strong written skills
Three years of prior Service Desk experience
ITIL Foundation and/or HDI certification presferred
Excellent Customer Service skills are a must!
Must be willing to work a flexible schedule that may include overnights, weekends, and/or Holidays.
Healthcare experience is preferred.
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.