Sr Service Desk Analyst, IS Enterprise Site Services - FT/Days
MemorialCare Health System
Location: Fountain Valley, California
Internal Number: MEM006417
MemorialCare’s Service Desk is responsible for providing first tier support to all end-users of the enterprise. Because the Service Desk is the end-user’s first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System. Once issues are assessed and identified, the Service Desk either resolves or forwards to the appropriate downstream resource for further analysis and resolution. First tier issues typically fall into categories of device, software, network or telecommunications and are readily resolved with tools or expertise. Service Desk staff are expected to manage incidents, requests and tasks utilizing available tools.
Understanding and upkeep of the knowledge documentation is a critical function of Service Desk and all such documentation for support of technology and systems resides in a common catalogue. Changes to support processes, contact information, restructuring of roles and positions that impact problem solving/resolution, vendor changes all require updates to documentation. Additionally, when new systems, functions or features are made available or are in use by the end-user community, the Service Desk must have documentation that describes the change and the support process and resources assigned to it. This ensures the proper handling of issues and questions when users request assistance through the Service Desk and Information Services as a whole.
The Service Desk has the best handle on an issue in terms of the level of scope because of the monitoring of end-user communication received throughout the various areas of the organization. As such, Service Desk staff are relied upon to provide details related to incident management regarding overall impact of issue, the nature of the issue, and whether recovery attempts are successful. Staff are expected to gather information, summarize, and work with leadership to communicate updates as needed to the end-user community so that appropriate planning for downtime or systems interruption can occur. They work within the incident management process with the goal of restoring services as soon as possible with the appropriate parties.
The Sr. Service Desk Analyst is responsible for executing core services expected of all Service Desk staff and additionally, has specific areas of expertise and knowledge that can be leveraged for operations. The Sr. Service Desk Analyst has knowledge to handle all Service Desk Tier 1 issues and is required to be able to maintain and enhance processes regarding support and systems. The Sr. Service Desk Analyst has assigned duties that focus specifically on systems, functions, applications or features within IT, and is a resident expert who advises and optimizes within areas of assigned responsibility. The Sr. Service Desk Analyst acts as a subject matter expert within the department and is an authority on Service Desk processes.