Service Desk Analyst III

Service Center Analyst 3

Make a difference. Be happy. Grow your career.

The Role

Provides level 3 support to Tier I and II Customer Service Agents and end users on a variety of issues with a strong commitment to customer service. Respond as a Tier III technical support to telephone calls, email and electronic requests for the service desk. Facilitate the process to document, identify, research, resolve and escalate incidents and requests to appropriate technical system application owners. The Service Center Analyst 3 provides the coordination and support of the Service Management Escalation process for all Severity One incoming calls. Has knowledge of commonly-used Service Desk concepts, practices and procedures and assists with the creation of instructions and pre-established guidelines to perform the functions of the job. Level 3 Support Desk Analyst operate at a high-level high functioning capacity with critical thinking and analytical problem-solving skills to support the service center operations remaining fluid and agile in their abilities and services.

Level III Service Desk Analyst is specifically responsible for Provider Support intake to the Service Desk, interacting directly with Epic (Carepath & ConnectCare) end users to identify issues, knowledge gaps and potential improvements with the use of Epic. They partner with I&T resources and the EHR team to identify and resolve end users' issues providing follow-up to ensure high quality and value to the customer experience.

This position is expected to work both independently and with various teams across the organization.

Nordic, best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic's maxims and mission to serve our customers who care so well for us.

Key Responsibilities

• Provides level 3 support to Tier I and II setting the standard with customer service agents and end users, exercising effective communication and interpersonal skills. Possess good judgement when to be assertive and manage conflict in a variety of situations.
• Responsible for the ownership of escalation duties for all Severity 1 Incidents. Provide facilitation of escalation duties for identification and communication of a Severity 1 Incident, opening a conference bridge line; assemble of the response team, roll call, facilitation of the call until closure with final communication to management and end users.
• Respond to set-forth Problem Management process and procedure with critical thinking and analytical problem solving skills for Root Cause Analysis for all Severity 1 Incidents.
• Respond as a Tier III backup to all End User support calls, emails and electronic requests in accordance with established policies, procedures to meet first call resolution (FCR) and set-forth SLAs.
• Facilitate the process with maintaining detailed and accurate documentation records to include identifying/categorizing issue, research, resolution and problem escalation incidents and requests to appropriate technical support staff.
• Prepare and maintain technical documentation and procedures to improve processes internally and provide user assistance, including help sheets and FAQs for end users. Develop standard reports for management using standard Service Center applications and tools. Ensure that the incoming Incident problem calls and requests are monitored and addressed promptly.
• Provide timely support and coordination of physicians and clinicians in their use of the clinical applications.
• Provides excellent customer service by ensuring customer questions and complaints are handled politely and efficiently and maintains a pleasant and professional image.
• Primary job functions require exercising of independent good judgment and initiative.
• Diligent with ensuring the service desk maintains and meets acceptable industry metrics related to answer rates and first call handling.
• Collaborates with team leads and the service desk manager to deliver outstanding technical and non-technical support to our broad customer base that is both satisfying and efficient in its resolve.
• Receives, evaluates and prioritizes intake of Epic based requests for assistance or issue resolution.
• Uses established procedures and tools to help client more effectively use Epic - searching knowledge base learning, recognition, isolation, resolution and follow-up for routine user problems.
• Interact with internal I&T support personnel in troubleshooting and solving problems and issues in a timely and accurate manner.
• Creates and updates Knowledge base to support Service Desk workflows and call handling.
• Have the ability to interact with multidisciplinary teams working through formal and informal channels.

Key Responsibilities

• 3-7 years of experience in an enterprise service desk or IT related fields.
• Bachelor's Degree in Computer Science, Information Technology, or relevant field of study. Or equivalent experience preferred.
• Knowledge of ITIL best practices.
• Has good listening skills.
• Has proficiency in MS Excel and Microsoft Suite Applications.
• Excellent written, verbal communication skills.
• Outstanding organizational and documentation management skills.
• Strong interpersonal skills with the ability to elicit cooperation from a wide variety of sources.
• Flexible with shifting priorities.
• Ability to work independently in a team environment.
• Ability to work multiple work schedules (shifts).
• Stay current on EHR changes and communications for system changes.
• Provides feedback to the EHR team on common themes or issues to better align training tools for end users.
• Strong customer service skills and ability to coach virtually and provide solutions to complicated learning challenges.
• Prior working experiences on teams, taking a leadership role when appropriate.
• Proven ability to manage multiple priorities.
• Ability to tell when something is wrong or likely to go wrong in order to anticipate challenges.
• Ability to see patterns and trends and to identify possible solutions and actions.
• Experience in working both independently and in a team oriented, collaborative environment is essential.
• Effectively navigate shifting priorities, demands and timelines expert judgment, analytical and problem solving capabilities.
• Ownership and accountability for assignments and facilitation of follow up activities to resolve issues.
• Demonstrates thorough understanding of information systems, policies and procedures, including application support, operating systems, databases and related IT areas.
• Predisposed to being able to see the positive in what is new and different.
• Able to focus on what the system does and, not what it does not do.
• An agent of change; approaches problems constructively and creatively, with emphasis on how to move the project toward goals.
• Deals effectively with people.
• Able to earn trust and respect within large organization.
• Willingness to do what is required to get the job done; establishes deadlines and adheres to.

Licensure/Certifications

• CompTIA A+
• Customer Satisfaction Course Service Desk or Microsoft Certified Desktop Technician Windows OS Training 7 or higher
• Experienced Preferred
• General Knowledge of Hospital based applications and systems
• EPIC Training

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.