IT Customer Support Services Analyst, Full Time, First Shift, St. Luke's Center
Company: St. Luke's University Health Network
Posted on: June 10, 2021
St. Luke's is proud of the skills, experience and compassion
of its employees. The employees of St. Luke's are our most valuable
asset! Individually and together, our employees are dedicated to
satisfying the mission of our organization which is an
unwavering commitment to excellence as we care for the sick and
injured; educate physicians, nurses and other health care
providers; and improve access to care in the communities we serve,
regardless of a patient's ability to pay for health
The Customer Support Services Analyst is a high profile Customer
Service position tasked with providing technical phone support,
service call initiation, administration and dispatch of support
services for St. Luke's Computer user community. This role is
responsible for documenting service calls, identifying opportunity
for first call resolution, notification and escalation of essential
support entities, service call monitoring and customer follow-up.
The expectation is that the Customer Support Services Analyst
consistently exercises a high level of excellent customer service
representing the positive image of the Information Technology
department and St. Lukes. The Customer Support Services Analyst is
the first point of contact for St. Luke's staff in reaching the IT
Department for Service Orders and Support.
JOB DUTIES AND RESPONSIBILITIES:
- Identify and resolve service requests received from user
community into the Service Desk. These issues are related to but
are not limited to team benchmarking for First Call Resolution
overall productivity based on individual goals and KPIs set by
- Enter all customer related information, questing for accurate
and concise data for the creation of valid reports into the Work
- Dispatch escalated service requests to correct technicians &
monitor trends related to potential service interruptions or global
- Act as a central point of contact in crisis/incident situations
and disseminate pertinent information as necessary according to
service desk procedures.
- Follows Incident Management notification policies.
- Monitor trends related to potential service interruptions or
- Changes passwords as required in SLUHN systems.
- Performs remote diagnostic and troubleshooting on SLUHN
- Maintains extensive knowledge of standard hospital software,
desktop applications and office automation products as documented
in the IT Knowledge base.
- Follows Monitoring policies & procedures as outlined in the IT
- Completes competencies related to Service Desk Training on
Applications & Monitoring processes as determined by the
- Functions as an integral part of the Information Technology
- Maintains knowledge of technology by attending appropriate
continuing education seminars and reading related periodicals.
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for up to 7 hours per day, 4 hours at a time; standing
for up to 7 hours per day, 4 hours at a time; walking for up to 2
hours a day, 1 hour at a time. Requires crouching, kneeling, and
lifting of objects weighing up to 60 pounds, pushing objects
weighing up to 80 pounds. Requires hand and finger dexterity to
perform repairs of small equipment and to use computer equipment.
Seeing as it relates to general, near, color and peripheral vision.
Hearing as it relates to normal and telephone conversations.
Bachelor or Associates degree in data processing, computer science
or electronic technology or other related field or comparable years
TRAINING AND EXPERIENCE:
At least two years experience with personal computers and local
area networks. Previous experience in a support center and service
desk environment desired.
Please complete your application using your full legal name
andcurrent home address. Be sure toincludeemployment history forthe
past seven (7) years, including your present employer.
Additionally, you areencouraged to upload a current resume,
including all work history, education, and/or certifications
andlicenses, if applicable. It is highly recommended that you
create a profile at the conclusion of submitting your first
application. Thank you for your interest in St. Luke's!!
St. Luke's University Health
Network is an Equal
Keywords: St. Luke's University Health Network, Allentown , IT Customer Support Services Analyst, Full Time, First Shift, St. Luke's Center, Other , Allentown, Pennsylvania
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