The IT Service Desk is the central point of contact for all IT related incidents and service requests. The Service Desk Analyst provides first level support for all staff. They are responsible for resolving incidents as well as meeting customer satisfaction and continuous service delivery demands. IT Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone or through remote access and self-service.Main Duties and Responsibilities:* To assist users with any logged IT related incident when called upon.* To accurately record, update and document incidents and requests using Service Now.* To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.* Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.* To be a highly motivated team player with the skills and ability to manage changing priorities.* To create, maintain and publish relevant Knowledge Base articles in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.* Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.* Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility* Knowledge of health care operations is preferred.* Must be able to move about facilities and between workstation.* Attends regular customer and team department meetings as scheduled.* Troubleshoot, triage and answer Service Desk calls* Accurately record each incident and request within Service* Update Knowledge Base as needed* Assist with Self Service ticketsJob RequirementsEducation/Qualifications* Associate or Bachelor's Degree preferred* A+ CertifiedExperience/Knowledge* Previous experience of working in an IT support role.* Working knowledge of Microsoft as well as various software packages including Microsoft Office and Service Now.* Excellent IT skills and computer literacy.* Previous Experience within a customer service role.Skills/Personal Requirements* Excellent organizational skills. Ability to communicate effectively with a wide variety of people in a professional manner.* Ability to demonstrate practical troubleshooting and problem analysis techniques.* Good attention to detail and ability to show initiative.* Ability to plan and priorities work load without supervision.* Ability to prioritize, manage and perform under pressure to meet SLA's.* Excellent knowledge of Customer Service best practice.* Willing to work flexibly and with enthusiasm.ProMedica is a mission-based, not-for-profit integrated healthcare organization headquartered in Toledo, Ohio. It serves communities in 28 states. The organization offers acute and ambulatory care, an insurance company with a dental plan, and post-acute and academic business lines. The organization has more than 56,000 employees, 13 hospitals, 2,100+ physicians and advanced practice providers with privileges, 900+ healthcare providers employed by ProMedica Physicians, a health plan, and nearly 400 assisted living facilities, skilled nursing and rehabilitation centers, memory care communities, outpatient rehabilitation clinics, and hospice and home health care agencies. Driven by its Mission to improve your health and well-being, ProMedica has been nationally recognized for its advocacy programs and efforts to address social determinants of health. For more information about ProMedica, please visit www.promedica.org/aboutus.Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity or gender expression, age, disability, military or veteran status, height, weight, familial or marital status, or genetics.Equal Opportunity Employer/Drug-Free WorkplaceEmployee Exemption TypeExemptJob TypeFull TimeBudgeted Hours / Pay Period80Shift TypeDaysShift HoursWeekendsOn-call RequirementsAdditional Schedule Details