Service Desk Analyst - IM Service Desk

CHRISTUS Health is seeking a Service Desk Analyst to deliver dependable, first level technical support for Information Management. This onsite role in San Antonio, TX focuses on fast, professional customer service while helping resolve hardware and software requests. You will support end users through phone, email, and self service tickets, documenting everything in the ticketing system and escalating when needed to keep service moving.

What you’ll do

• Provide first level hardware and software support, including password resets, in a professional and timely manner.
• Deliver Five-Star Customer Service by staying polite, courteous, and friendly to both CHRISTUS Health teams and external customers.
• Acknowledge customers immediately, determine their needs, and guide them toward resolution for issues and requests.
• Help customers understand and use tools and applications such as MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers.
• Answer questions about system operations and work proactively by assessing the scope of problems and escalating to next level support when necessary.
• Assign or route tickets to the appropriate higher tier or second level support group when First Call Resolution does not occur.
• Follow established Service Desk policies and procedures for processing, escalating, notifying, and closing calls.
• Maintain complete ticket documentation, including incident description, customer and hardware details, troubleshooting steps, final resolution, and communication of outcomes to the customer.
• Manage Support Teams Service Desk dockets to ensure SLAs are met.
• Follow up with internal and external technicians and analysts to provide ticket status updates.
• Support knowledge sharing by creating Knowledge Base Articles and Wiki entries for Information Management teams.
• Assist Service Desk Analyst II's and III's and second level analysts with evaluating change management resolutions for new products and technologies.
• Act as a liaison between the Information Management Department and customers.
• Complete other assigned duties and special projects from Service Desk Team Leads, Service Desk Supervisor, or Service Desk Manager.

What you bring

• High School Diploma

Schedule and employment

• Work Type: Full Time
• Work Schedule: 5 Days - 8 Hours
• Work Location: San Antonio, TX (onsite)

Technologies you’ll work with

• MEDITECH
• Microsoft Office Suite
• WYSE/PC terminals
• Printers
• Knowledge Base Articles
• Wiki entries