Analyst I - Service Desk

Primary City/State

Deer Valley - 2502 W Utopia Rd Phoenix, AZ 85027

Category

IT Support

Shift

Day

Department

IT Customer Service Hybrid, must reside in Arizona

Great care starts with great people. (Like you.)

At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities

JOB SUMMARY

The Service Desk Analyst I answers inbound support calls, work with customers to define and document incident scope, research and troubleshoot issues to achieve first call resolution or escalate incidents when appropriate.

In addition, the Service Desk Analyst I participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.

ESSENTIAL FUNCTIONS

• Provides end user application support, defines & documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate. Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolution. Reports for emergency response and perform assigned tasks. Follows up with customers to obtain additional information and ensure incident resolution. Utilizes application tools, assists users with access & provisioning, installs & deploys applications. Documents and submits new content to the knowledgebase.
• Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments. Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
• Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, and Growth Oriented. Maintains a professional appearance for both themselves and their work environment.
• Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.
• Performs other duties as assigned.

EDUCATION

• High School Diploma or GED Required
• Associates or 2 years' work related experience in Computer Science, Information Systems, or a related discipline. Preferred

EXPERIENCE

• 1 year relevant experience Required
• 2 years experience in Networking and Active Directory. Experience in a Healthcare environment. Preferred

LICENSE AND CERTIFICATIONS

• HDI Support Center Analyst, A+, ITIL Foundation Preferred

We're all in for your career.