Reporting & KPI Analyst responsible for analyzing and reporting on KPIs to aid decision - making. Collaborating with teams to enhance data integrity and support strategic decisions.
About the role
- Service Desk Shift Analyst providing Tier 1 technical support at Nemours Children's Health in Wilmington, DE. Responsible for incident resolution and customer service interactions.
Responsibilities
- Identify, research, and resolve technical problems.
- Answer and handle calls in Service Desk Queue.
- Monitor and manage phone, email queue, voicemail and other means of customer entry to the Service Desk.
- Document, track, and monitor the problem to ensure a timely resolution.
- Provide daily Tier 1 support to end users on a variety of issues.
- Cover off hours support (weekends, evenings, overnights and Holidays) and ensure phone coverage at all times.
- Work directly with Wilmington, Delaware counterparts in coordinating after hours desk side support.
- Share responsibility to monitor various computer systems in the data center.
- Analyze production jobs, backup processes, system monitors and server availability.
- Follow critical incident procedures for system outages including sending outage notifications.
- Maintain user and departmental confidentiality at all times.
Requirements
- High School Diploma is required, as well as at least 1 year of specialized training.
- Minimum of three (3) years of job-related experience required.
- ITIL Foundation/HDI Certifications desired but not required.
- 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
Benefits
- Schedule Flexibility is a must.
- 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.
- Pursues and completes ongoing, self-selected, or Enterprise directed education and /or professional development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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