IT Service Center Analyst

At Children’s Hospital of Wisconsin, we believe kids deserve the best.

Children’s Hospital is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

To apply, please click the link below and search for job ID 30411.

https://www.chw.org/careers/search-jobs-and-apply

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Position Summary:

Responds with minimal oversight to customer issues and questions regarding applications and hardware, sometimes providing extensive training. Provides the appropriate level of support or gathers the information required and expediently assigns to the appropriate team, presenting accurately. Determines problems and resolves to a high level of customer satisfaction, generally within a call center environment, however, may be dispatched for complex situations. Acts as a role model for more junior staff, answers calls within time guidelines and successfully adjusts talk times to volume of calls. Presents ideas and solutions in completeness, professionally written and detailing risks and opportunities; may vet ideas from more junior staff. Informs leader of trends regarding non-response to paging, user problems, and training needs. May participate in small projects.

Requirements:

Bachelor degree or equivalent demonstrated knowledge required. A degree in Business Administration, Information Systems or related technical field is preferred.
Requires at least 2 years experience in a Tier 2 or Tier 3 call center. Advanced computer skills utilizing MS Active Directory and associated administrative and security tools preferred.
Excellent communication skills, both orally and written.
Intermediate user knowledge of Windows XP and Windows 7.
Experience with Apple OS and devices and ability to quickly attain proficiency to prevent dependency on other analysts.
Demonstrated analytical skills necessary to make sound recommendations based on data analysis and business needs, assuring maximum productivity.

Critical thinking skills required to make independent decisions in a complex, fast paced environment.
Must have excellent organization skills and the ability to manage multiple tasks/assignments on an on-going basis.
Requires thorough knowledge of PC and system software skills utilizing Microsoft Windows, Microsoft Office and desktop PC management tools for IBM compatible PCs and peripherals.
Requires flexibility in scheduling to cover vacations, weekends and holidays and adjust to call volumes.

Work Schedule:

Assigned shift will occur between the hours of 7am to 6pm M-F.

Completes and participates in the on-call schedule in the Service Center. Available for on-call support off hours (including weekends and holidays), pager/on-call phone for 24/7 response.

To apply, please click the link below and search for job ID 30411.

https://www.chw.org/careers/search-jobs-and-apply

Job Type: Full-time

Experience: