Service Desk Analyst

Methodist Le Bonheur Healthcare is seeking a Service Desk Analyst to deliver Tier 1 support for Information System services in a fast-paced onsite environment in Memphis, TN. Under general direction, this role receives, logs, analyzes, and resolves customer requests using multiple communication channels, while keeping help desk records accurate and monitored.

What you will do

• Provide Tier 1 customer support by responding to customer requests for service.
• Receive, log, analyze, and resolve information system service requests through various communication channels.
• Assign calls to the appropriate support group or individual when requests fall outside Tier 1 scope.
• Monitor processes and the status of various systems.
• Ensure Help Desk system databases contain accurate information.
• Develop and maintain process resolution documentation, including flow sheets and procedural references.

Required education and qualifications

• Associates Degree Computer sciences (required).
• Knowledge of a wide range of hardware equipment and software applications.
• Comprehensive understanding of Information Systems and the functional duties of various support groups.
• Demonstrated expertise in Information Technology support commensurate with required Education/Training.
• Ability to work independently and exercise sound judgement and initiative in a wide range of circumstances.
• Ability to operate and troubleshoot a wide range of computer operating systems, applications, and system management software tools.
• Ability to communicate effectively in verbal and written communications.
• Ability to interpret equipment status indicators to determine appropriate operating conditions, including visual and/or auditory indicators or queues.
• Ability to read and understand technical manuals and other documentation to determine correct action and safety precautions.
• Ability to type with accuracy while conversing with customers over the telephone.
• Ability to maintain a customer-oriented, professional demeanor at all times.

Preferred

• High School Diploma or Equivalent.
• End-user support 1-3 years.
• Technical support call center or help desk 1-3 years.
• Microsoft Certified Technology Specialist Microsoft (preferred).

Additional details

• Supervision: No lead or supervisory responsibilities assigned to this position.
• Location: Memphis, TN (onsite).
• Physical demands: Includes climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Light work with occasional exertion up to 25 lbs. and frequent exertion up to 10 lbs. Requires good balance and coordination, close visual acuity for data review and computer use, and typically occurs in general office or administrative work conditions.