Service Desk Analyst Associate

AdventHealth Information Technology

All the benefits and perks you need for you and your family:

Benefits from Day One

Career Development

Whole Person Wellbeing Resources

Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time Days Remote

The role you'll contribute:

The Service Desk Analyst is a key member of the AIT Service Desk team and plays a critical role in providing a single point of

contact for both internal and external customers within AdventHealth Systems. The primary function within this role is to respond

to incoming requests for support via telephone, web chat sessions, and self-service portal inquiries from all AdventHealth System

facilities.

• Provides a single point of contact for internal and external customers within AdventHealth Systems by responding to incoming telephone calls, web chat sessions, and self-service inquiries pertaining to Information Technology incidents and requests

• Delivers world class customer service by positively engaging with each customer in a professional, empathetic, and friendly manner to ensure a consistent high degree of satisfaction

• Analyzes, triages, and resolves Information Technology incidents and requests pertaining to the business or clinical environment utilizing remote control technologies and knowledge documentation to support the customer's needs

• Provides clear, detailed, and concise documentation in the computerized tracking system by including troubleshooting / resolutions steps and proofreading for spelling / grammar to guarantee high quality work

• Retains and adheres to all AdventHealth System policies and procedures in order to maintain compliance and standards within the department

• Demonstrates adaptability and flexibility in an ever-changing environment by being open to changes, schedule modifications, and mandatory overtime to assist business needs

Qualifications

The expertise and experiences you'll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED :

• Associate's Degree in related field or equivalent work experience

• Minimum of 1 year experience working at a Service Desk, call center, or customer facing role

EDUCATION AND EXPERIENCE PREFERRED:

• Bachelor's Degree in related field

• Minimum of 2 years' experience working at a Service Desk, call center, or customer facing role

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED :

• ITIL Foundation certification or willing to achieve within sixty days of employment

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• CompTIA A and/or Net

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Information Systems

Organization: AdventHealth Information Technology

Schedule: Full-time

Shift: 1 - Day

Req ID: 24022491

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.