Support Analyst IDemonstrates basic knowledge of Tier 1 service level support as relates to addressing hardware (PC or end-user devices & peripheral equipment), and application software, and operating system issues. Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure. Demonstrates sufficient knowledge of call log tracking to record accurately all needed information. Tracks all customer service items to completion. Evaluates customer service issue to determine level of service needed. Resolves all Tier 1 issues. Escalates Tier 2 issues to appropriate resource. Maintains and increases knowledge of client IS application, hardware, mobile devices and multiple operating system platforms. Works under direct supervision to accomplish daily assignments in support of team initiatives. Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures. Provides recommendations on how to improve the quality of service as well as reducing repeat incidents. Serves as the first point of contact for the IS Department and act as a liaison between the client community and the rest of the IS Department. Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service. Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions. Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups. Understand and comply with all enterprise and IS departmental information security policies, procedures and standards. Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information. Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information. Position is 100% onsite across multiple campuses.
