Job Details

902541 Service Desk Analyst II

Company name
Penn Medicine

Philadelphia, PA, United States

Employment Type

Help Desk, It

Posted on
Sep 13, 2021

Valid Through
Dec 27, 2021

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Penn Medicine's “Information Services” department is looking for a Service Desk Analyst II!

Job Summary:

Experienced first point of contact for Penn Medicine in providing front-line diagnosis and support for all Information Services problems and/or requests for service. Processes customer requests via phone, Intranet and e-mail with appropriate customer interaction skills. Follows documented procedures and processes. Determines the best resolution workflow from scripts in the Help Desk knowledge management system. Based on the script selected, executes key phases of resolution workflow including problem receipt, triage, resolution and closure (when possible), and problem referral to the designated resolver group. Follows established guidelines for escalating or referring issues to other analysts, resolver groups and/or management. Provides thorough documentation of all reported issues within the Help Desk tracking system. Ensures customer satisfaction with prompt action and professional customer communication. Provides ad hoc assistance to other members of the Help Desk team. Performs special projects as assigned by management.

Minimum Requirements

Required Education and Experience:

• High school diploma or GED is required.

• Associate’s or Bachelor’s degree is preferred.

• Minimum 2 years of experience in a IS Help Desk environment required; preferably in a health care environment.

Required Certifications:

• IS industry technical certification, IS Trade or Technical program completion is preferred.

Required Skills and Abilities:

• Strong computer software technical aptitudes.

• Experience with Microsoft applications (e.g. MS Office, Active Directory, Outlook, etc.).

• Demonstrated positive experience working with end users.

• Demonstrated ITIL process skills in a healthcare provider environment preferred.

• Proven understanding of UPHS processes, applications and IS Subject Matter Experts preferred.

Additional Information

As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.

Be a part of the exciting and ground-breaking upcoming years for the Penn Medicine Information Services department!

Because growth is essential to continuing to meet the current and future needs of patients, Penn Medicine continues to expand its capabilities.

Penn Medicine's Information Services (IS) Department

focuses its efforts on the clinical and financial systems that support the day-to-day operations of four hospitals, several satellite practices, and more than 2,000 physicians.

Learn more about Information Services

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Penn Medicine

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.



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