The Service Desk Analyst III (SDAIII) is responsible for supporting the functional and operational efficiency of Information Management and the Service Support Division. SDAIII's will take ownership of resolving all levels of customer service requests related to both hardware and software and will use excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team environment. SDAIII's will be highly customer service orientated and proactive in anticipating and resolving problems while maximizing efficient use of computer resources.
Additionally, Service Desk Analyst III's will be assigned one or more area of specialty and will be responsible for acting as a liaison between the Service Desk and the respective Information Management group from under which this specialty either originates or collaborates with. When possible, SDAIII's will receive warm transfers from within the Service Desk before attempts are made to escalate to a higher level Information Management group.
The Service Desk Analyst III is also responsible for supporting the business goals and objectives of the Service Desk, the Service Support Division, Information Management, and the CHRISTUS organization as a whole. The SDAIII is expected to cooperate with other personnel and workgroups, to practice ongoing self-development, and to demonstrate behaviors that are aligned with the CHRISTUS Mission, Core Values, and Vision.
High School Diploma or GED required.
Bachelor's Degree in Computer Science or related field preferred.
Extensive background in troubleshooting hardware and application issues on Windows platforms is required.
Knowledge of intermediate PC skills, computer technologies, network environments and activities required.
Good typing skills with a minimum of 35 wpm required.
Strong oral and written communication skills -- minimum passing grade of 70 on basic grammar test.
Project Management skills.
Change Management skills are essential.
Problem solving skills are essential.
Patience, compassion, strong customer service skills.
Strong multi-tasking ability is a must.
Strong Time Management skills.
Must be extremely detail oriented.
Strong customer service and interpersonal communication skills.
Three years combined Customer Service Call CenterHelp DeskService Desk experience required.
Two years CHRISTUS Service Desk experience required.
Successful completion of all Service Desk Analyst II competencies required.
C. Licenses, Registrations, or Certifications:
None required. A+, Network + or other industry certifications a preferred.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.