Service Desk Shift Analyst (FULL-TIME), Second Shift

As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own. 

Located in Orlando, Fla., Nemours Children’s Hospital is the newest addition to the Nemours integrated healthcare system. Our 100-bed pediatric hospital also features the area’s only 24-hour Emergency Department designed just for kids as well as outpatient pediatric clinics including several specialties previously unavailable in the region. A hospital designed by families for families, Nemours Children’s Hospital blends the healing power of nature with the latest in healthcare innovation to deliver world-class care to the children of Central Florida and beyond. In keeping with our goal of bringing Nemours care into the communities we serve, we also provide specialty outpatient care in several clinics located throughout the region.

Identifies, researches, and resolves technical problems. Answer and handle calls in Service Desk Queue within abandon rate, talk time, speed to answer, FCR and other established department targets.  Monitors and manages phone, email queue, voicemail and other means of customer entry to the Service Desk.  Documents, tracks, and monitors the problem to ensure a timely resolution.  He/she will be required to provide daily Tier 1 support to end users on a variety of issues.  Analyst will be required to escalate to support teams as required. 

Analyst will be responsible for covering off hours support (weekends, evenings, overnights and Holidays) and ensuring phone coverage at all times.  Schedule Flexibility is a must.  Analyst will work directly with Wilmington Delaware counterparts in coordinating after hours desk side support while ensuring appropriate Service Desk coverage.  He/she will share responsibility to monitor various computer systems in the data center.   The analyst will provide desk side support or escalation to Desktop team as appropriate for after hours support.  Accountable for customer and internal IS communications for major incidents.  Written & verbal communications skills coupled with strong customer service is a requirement.  Ability to troubleshoot various technologies, share knowledge and continuously maintain a strong team player mentality is a must.

Hours for open position: 

WE – 12:00PM – 10:30PM

TH – 3:00PM – 12:30AM

FR - 3:00PM – 12:30AM

SA – 12:00PM – 12:30AM

Responds to user requests/incidents received and provides first level support for both remote and local customers regarding office and clinical information systems, network, hardware, and software issues, triaging and routing to next level of support where appropriate.

Additional Responsibilities:

• Monitors the service desk ticket queue and provides follow up in order to ensure timely and satisfactory resolution to user requests\incidents within agreed SLA.
• Troubleshoots incidents across various technology platforms and administers end users accounts.
• Prepares, follows and maintains documented procedures utilizing appropriate tools (i.e. ServiceNow KM, etc).
• Assists Desktop Team by providing desk side support after hours or as needed.
• Provides IT presence at the Hospital, which may require being onsite during the duration of an event such as a winter storm or other natural disaster.
• Analyzes production jobs, backup processes, system monitors and server availability.
• Escalates to Tier 2 teams (i.e. application, infrastructure, desk side teams, etc.) as required.
• Follow critical incident procedures for system outages including sending outage notifications
• Maintains user and departmental confidentiality at all times.
• Pursues and completes ongoing, self selected, or Enterprise directed education and /or professional development.
• Complete other projects and duties as assigned.
• Ability to work with interruptions, flexible with schedule and responsibilities.

Job Requirements

A High School Diploma is required, as well as at least 1 year of specialized training.  3 years of job-related experience required and ITIL Foundation/HDI Certifications desired but not required.

• Excellent customer support/service skillsClear, analytical thinking and problem solving
• Excellent communication skills with ability to present technical concepts in common language
• Ability to handle problems in a calm and responsive manner (Conflict management skills)
• Adaptability to changing environments, processes, technologies
• Time Management
• Team centric and leadership ability
• Uses feedback for improvement

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.