Service Desk Analyst, Health System, 9:30am-6pm, Mon-Fri (Days, Computer)

Nemours is seeking a Service Desk Analyst – Full Time to join our team in Wilmington, Delaware.

As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 280,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.

As the birthplace of the Nemours health care system, the Nemours/Alfred I. duPont Hospital for Children in Wilmington, Delaware, honors our legacy of delivering exceptional care to the children of the Delaware Valley and beyond. Ranked among the nation’s best pediatric hospitals by U.S. News & World Report and honored with the ANCC’s Magnet® Designation for excellence in nursing practice, we offer intensive and acute inpatient and outpatient services covering more than 30 pediatric specialties. We recently completed a multi-phase hospital expansion that includes new inpatient rooms, Pediatric Intensive Care Unit and Emergency Department. Additionally, Nemours duPont Pediatrics allows us to reach more children across the region through community-based physician services and collaborative partnerships with health and hospital systems.

This position is responsible for:

• Identifying, researching and resolving technical problems. Answering and handling calls in Service Desk Queue within abandon rate, talk time, speed to answer, FCR and other established department targets. Monitoring and managing phone, email queue, voicemail and other means of customer entry to the Service Desk. Documenting, tracking and monitoring the problem to ensure a timely resolution. He/she will be required to provide daily Tier 1 support to end users on a variety of issues. Analyst will be required to escalate to support teams as required.
• Analyst must possess strong customer service skills and problem-solving capability, along with strong written and vocal communications. Team player attitude is a must as we are a 23-person, cross-location support team offering 24/7 coverage to our hospitals and clinics.
• Responding to user requests/incidents received and providing first-level support for both remote and local customers regarding office and clinical information systems; network, hardware and software issues; and triaging and routing to next level of support where appropriate.
• Monitoring the Service Desk ticket queue and providing follow-up in order to ensure timely and satisfactory resolution to user requests/incidents within agreed SLA.
• Troubleshooting incidents across various technology platforms and administering end users’ accounts.
• Preparing, following and maintaining documented procedures utilizing appropriate tools (i.e., ServiceNow KM, etc.).
• Escalating to Tier 2 teams (i.e., application, infrastructure, deskside teams, etc.) as required.
• Following critical incident procedures for system outages, including sending outage notifications.

Current open position is Monday-Friday, 9:30 a.m. to 6 p.m . Schedule is subject to change based on department need.

Additional Responsibilities

• Maintains user and departmental confidentiality at all times.
• Pursues and completes ongoing, self-selected or enterprise-directed education and/or professional development.
• Complete other projects and duties as assigned.
• Ability to work with interruptions; flexible with schedule and responsibilities.

Requirements

• The ideal candidate will have three years of Service Desk experience and possess the ITIL Foundation and/or HDI certification (preferred).
• Excellent customer service skills are a must!
• Must be willing to work a flexible schedule that may include overnights, weekends and/or holidays.
• Health care experience is preferred.

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.

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