AdventHealth Information TechnologyAll the benefits and perks you need for you and your family:Benefits from Day OneCareer DevelopmentWhole Person Wellbeing ResourcesAward-winning IT DepartmentOur promise to you:Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.Schedule: Full-TimeThe role you’ll contribute:The Service Desk Analyst is a key member of the AIT Service Desk team and plays a critical role in providing a single point ofcontact for both internal and external customers within AdventHealth Systems. The primary function within this role is to respondto incoming requests for support via telephone, web chat sessions, and self-service portal inquiries from all AdventHealth Systemfacilities.· Provides a single point of contact for internal and external customers within AdventHealth Systems by responding to incoming telephone calls, web chat sessions, and self-service inquiries pertaining to Information Technology incidents and requests· Delivers world class customer service by positively engaging with each customer in a professional, empathetic, and friendly manner to ensure a consistent high degree of satisfaction· Analyzes, triages, and resolves Information Technology incidents and requests pertaining to the business or clinical environment utilizing remote control technologies and knowledge documentation to support the customer’s needs· Provides clear, detailed, and concise documentation in the computerized tracking system by including troubleshooting / resolutions steps and prooing for spelling / grammar to guarantee high quality work· Retains and adheres to all AdventHealth System policies and procedures in order to maintain compliance and standards within the department· Demonstrates adaptability and flexibility in an ever-changing environment by being open to changes, schedule modifications, and mandatory overtime to assist business needsQualificationsThe expertise and experiences you’ll need to succeed:EDUCATION AND EXPERIENCE REQUIRED :· Associate’s Degree in related field or equivalent work experience· Minimum of 1 year experience working at a Service Desk, call center, or customer facing roleEDUCATION AND EXPERIENCE PREFERRED:· Bachelor’s Degree in related field· Minimum of 2 years’ experience working at a Service Desk, call center, or customer facing roleLICENSURE, CERTIFICATION OR REGISTRATION REQUIRED :
ITIL Foundation certification or willing to achieve within sixty days of employment
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:· CompTIA A and/or NetThis facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.Category: Information SystemsOrganization: AdventHealth Information TechnologySchedule: Full-timeShift: 1 - DayReq ID: 24015907We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.