DHTS SERVICE OPERATIONS CENTER ANALYST - Duke Health
Company: Duke Health
Location: Durham
Posted on: April 25, 2024
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Job Description:
Primary role: andExperienceEducation/trainingEssen tial
tasks/responsibilities:Required:Preferred:Preferred:Preferred:##Spe
cial competencies/credentialsprocesses. and/orThe SOC Service Desk
An alyst is responsible for the 24 x 7 coverage oftheDuke Health
ServiceDes k. Receives and triages all incoming support calls, logs
allrequests for service, system issuesand subsequent resolutions in
the Service Desk da tabase. Serves asprimary contact for
system-related end-user questionsand issues. Responds to service
requestsfrom end users relating tosoftw are, hardware, application,
and network issues, includingresetting user passwords. The
SOCService Desk Analyst will provide IT technical and app lication
supportto the Duke Healthcommunity. The SOC Service Desk Analys t
is responsible for respondingto incidents andrequests from sources
inc luding phone, chat, web submit and email. SOCService Desk
Analystworks c losely with the Operations Center Analyst to
determine rootcause, escalation and triageaccordingly.The SOC
Service Desk Analyst requires custome r service, technicalacumen,
excellentcommunication skills, troubleshooti ng skills, and the
ability tofacilitate and respond to issues bothisolat ed and
widespread. They need to quickly determine patterns,potential roo t
cause, businessimpact and resolve or escalate issues as quickly as
pos sible to ensurepatient care is not impacted.# Participate in
technical e scalation of IT issues, collaborating withboth
application andoperationa l teams through systems analysis,
diagnosis,trouble-shooting, performanc e analysisand resolution.#
Partner with the Operations Center Analyst wi th the monitoring
andtroubleshooting ofall Service Operations Center mon itored
services, includingInfrastructure, Networks, applicationsand web
services to determine incident impacts.# Perform triage and
remediation of detected issues.# Respond to Service Now ticket and
phone queue for D uke Health ServiceDesk enduser requests and
incident.# Participate in setting the tone for the group to provide
themotivation that keeps theteam moving forward to accomplish
goals.# Ensures processes (incident, reque st and event) processes
are beingexecutedcorrectly and with quality.# Ab ility to resolve
or escalate outagesthrough advanced analysis andtroubl
eshootingwith minimum supervision# Adheres to a Code of
EthicsRequired: Bachelor's degree in a related field, or four years
ofequivalenttechnica l experience required.Required: No
experiencerequired beyond the minimum education (orequivalency)
requirement.# Strong technical and business a cumen. Solid
knowledge of Service Desktechnologyand business processes.# Ability
to work across teams to drive common outcomes.# Experience work ing
with key technology teams and Service Desk tools# Ability to work
in a high-pressure environment while balancingensuring operational#
Very d etailed # excellent documenter.# Customer service oriented.#
Demonstrate d experience with access control systems such as
ActiveDirectory andVirt ual Private Network (VPN)# Strong
interpersonal and communication skills (verbal and writtenwith both
technicaland non-technical staff),# Abilit y to multi-task and
balance workload based on daily priorities# Abilityt o adjust
workload and outcomes based onchanging prioritiesoperational i
nterruptions# Ability to stay calm in times of crisis management#
Self-m otivated, goal-oriented and team player# Successful
candidates will poss ess a solid understanding ofinformation
technologyand Service Desk best practices# Able to handle work
pressure while remaining detail oriented# Ability to takeownership
and drive initiatives with minimalsupervision# Good listener and
communicator# Service Now experience a plus# ITIL V3 Foundations
Certification preferred# HDI certification preferred Minimum
Qualifications Education Bachelor's degree in a related field, or
four years of equivalent technical experience required. Experience
Level 1 - No experience required beyond the minimum education (or
equivalency) requirement. Level 2 - Two years of related experience
is required. Level 3 - Four years of related experience is
required. Degrees, Licensures, Certifications VMWare,Microsoft
Server, Red-Hat Linux, and/or AIX certification(s) preferred A+,
Security+, and or Network+ certification(s) preferred CCNA or CCENT
certification preferred Epic or other related clinical application
certification(s) preferred ITIL v3 Foundations preferred Duke is an
Affirmative Action/Equal Opportunity Employer committed to
providing employment opportunity without regard to an individual's
age, color, disability, gender, gender expression, gender identity,
genetic information, national origin, race, religion, sex, sexual
orientation, or veteran status. Duke aspires to create a community
built on collaboration, innovation, creativity, and belonging. Our
collective success depends on the robust exchange of ideas-an
exchange that is best when the rich diversity of our perspectives,
backgrounds, and experiences flourishes. To achieve this exchange,
it is essential that all members of the community feel secure and
welcome, that the contributions of all individuals are respected,
and that all voices are heard. All members of our community have a
responsibility to uphold these values. Essential Physical Job
Functions: Certain jobs at Duke University and Duke University
Health System may include essentialjob functions that require
specific physical and/or mental abilities. Additional information
and provision for requests for reasonable accommodation will be
provided by each hiring department.
Keywords: Duke Health, Durham , DHTS SERVICE OPERATIONS CENTER ANALYST - Duke Health, Professions , Durham, North Carolina
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