Service Desk Analyst
Cincinnati Children's Hospital Medical Center

Job Description

At Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children's.

Cincinnati Children's Hospital Has Been Named:

• Consistently recognized by U.S. News & World Report as a top 10 children's hospital in the nation
• One of four Medical Centers making the list of the 2022 Glassdoor Best Places to Work
• A Top Hospital and Health System for Diversity recognized by DiversityInc
• One of the nation's most innovative companies by Fortune in March 2023
• An LGBTQ+ Healthcare Equality Top Performer in 2022 by The Human Rights Campaign (HRC)

The Service Desk Analyst role at the nation's leading pediatric hospital involves managing first and second-tier technical support across all Information Services requirements, ensuring 24x7 coverage for the entire organization, including connected systems. This position serves as a primary point of contact for CCHMC employees and affiliates, providing technical assistance for both clinical and non-clinical systems, including hardware, software, telecommunications, and clinical devices.

JOB RESPONSIBILITIES

Technical support:

• Serve as a single point of contact for all IT needs for CCHMC employees and affiliates.
  
• Provide phone support and technical assistance for clinical and non-clinical software, hardware, and computer systems.
  
• Troubleshoot issues through diagnostic tests, remote access, or triage to the appropriate functional team within defined SLA's.
  
• Collaborate with Senior Analysts and Leads to ensure technical documentation aligns with business processes.
  
• Participate in administrative duties as defined by Service Desk Management with minimal guidance.
  
• Facilitate conference calls such as MIR, following Standard Operating Procedures, under senior-level guidance.
  

Incident Handling:

• Act as the first point of contact for issues involving computer hardware, software, telecommunication, and clinical devices.
  
• Triage and respond to incoming Service Desk calls, utilizing available resources for first-call resolution or escalation to functional teams.
  
• Document all actions undertaken to resolve or escalate requests for accuracy and tracking purposes.
  

Reporting:

• Document, track, and monitor incidents to ensure timely resolution.
  
• Collaborate effectively with users, coworkers, and other functional groups.
  
• Identify trends and escalate issues that may require problem or change management.
  
• Meet individual and team goals set by Service Desk Management.
  

Communication:

• Serve as an advocate for CCHMC users by logging, updating, and following up on incidents.
  
• Manage the full life cycle of all reported incidents.
  
• Enforce established Service Levels set by the Information Services department.
  
• Escalate issues that could impact customer service promptly.
  
• Provide strong active listening skills and empathy to address user concerns.
  

Compliance:

• Review and follow CCHMC and departmental policies and procedures, particularly those governing confidential information handling.
  
• Ensure information accuracy, availability, and security in compliance with Cincinnati Children's mission and applicable laws and regulations.
  
• Continuously develop technical knowledge through cross-training and professional development programs.
  
• Foster teamwork and maintain positive internal and external relationships across CCHMC.
  

JOB QUALIFICATIONS

• High school diploma or equivalent
  
• 0+ years of work experience in a related job discipline or equivalent combination of education and experience
  

Market Leading Benefits Including*:

• Shift Differential, Weekend Differential, and Weekend Option Pay Programs
  
• Medical coverage starting day 1 of employment. View employee benefits here.
  
• Competitive retirement plans
  
• Tuition reimbursement for continuing education
  
• Expansive employee discount programs through our many community partners
  
• Referral bonus program for current staff!
  
• Support through Employee Resource Groups such as African American Professionals Advisory Council, Asian Cultural and Professional Group, EQUAL - LGBTQA Resource Group, Juntos - Hispanic/Latin Resource Group, Veterans and Military Family Advocacy Network, and Young Professionals (YP) Resource Group
  
• Physical and mental health wellness programs
  
• Relocation assistance packages available for nurses!
  

*Benefits may vary based on FTE Status and Position Type

Primary Location
Offices at Vernon Place

Schedule
Full time

Shift
Day (United States of America)

Department
IS Client Services

Employee Status
Regular

FTE
1

Weekly Hours
40

Salary Range
$21.52 - $26.23

Comprehensive job description provided upon request.

Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/AA/M/F/Veteran/Disability.

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