IT Service Desk Analyst I

IT Service Desk Analyst 

Lead with GRATITUDE. Engage with EMPATHY. CARE with COMPASSION. BE Intellectually Curious. Be part of NADG's Tribe!

 NADG is the fastest growing dental services organization of scale in the United States and today consists of a network of over 200+ dental practices in 15 states and 25 regional markets, and recently have become the first Transatlantic Dental Service Group! Our entrepreneurial culture and maniacal focus on patient care serve as a great platform to become an innovative and dynamic industry leader

We are looking for a Service Desk Analyst to come and help us pioneer a new culture of dentistry. Join the tribe!

Summary

The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.

They will be accountable for gathering information through a client conversation, log on to support tools, and additional support staff if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.

They will also be required to provide fixes for the cases informed by consumers or customers. Service Desk is usually the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.

Essential Duties and Responsibilities

• Answers and responds to inbound calls or request submissions from end-users
• Ensures all support requests are properly documented in the service desk tracking software.
• Applies skills to troubleshoot all technical issues at service desk level before escalating to an elevated level of support.
• Analyzes and resolves all application software or hardware incidents and requests from end-users.
• Ensures to log and tracks incidents and requests from identification through resolution stages.
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete.
• Follows implemented policies and security measures when performing tasks.
• Ensures accurate and necessary information is obtained by utilizing standard operating procedure documentation.
• Responsible for providing on-call or on-site support as needed.
• Establishes and develops relationships with other IT teams through frequent constructive communication.
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles end-user issues or requests with professional attitude.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or experience

• A minimum of 2 years of related experience
• Equivalent combination of education and experience

Other skills and abilities

• Knowledge: Experience working in a service desk environment is preferred using an ITSM and RDM tools are preferred.
• Solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
• Troubleshooting experience on Microsoft and Mac OS and software related issues.
• Prior experience supporting customers in use of application software and proficiency in applying support software tools.
• Must possess good problem-solving skills
• Must have effective communication skills, both interfacing and remote.
• Required to have excellent time management skills to handle and escalate incidents in a timely manner, and should be able to set priorities when handling multiple cases
• Required to work collaboratively with other IT personnel to resolve user issues
• Must be able to provide good customer facing and interpersonal skills, and the ability to develop good working relationships with colleagues at all levels.
• Must have great telephone etiquette and the ability to handle difficult customers.
• Must have excellent organizational skills and can apply a methodical approach to prioritizing work and managing workload.

Physical demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit and use hands. Specific vision abilities required by this job include close vision (computer work). The employee is occasionally required to stand, walk, bend, stoop, and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds.

Work environment – The work environment will be an office setting with a desk and chair. Remote work may be available occasionally. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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