JOB DESCRIPTION
The Service Center Analyst II works independently and under moderate supervision, provides first level customer support. The position resolves hardware and software problems within established service level agreements. The position serves as an escalation point to level I analysts for more complex or time-consuming incidents. The position manages incidents and service requests through established incident and request fulfillment processes, and serves as security administrator for various systems. The position provides feedback as part of ongoing process improvement activities, works to automate manual processes, and leads small technical teams as necessary. The Service Center Analyst II trains level I analysts on new processes and technologies, and elevates complex problems to level III analysts in a professional fashion.
RESPONSIBILITIES
- Acts as a primary point of contact for incidents and service requests as reported from customers, and monitors systems and alerts.
- Helps ensure that documented and standardized methods and processes are developed and used for efficient and permanent resolution of problems identified by the Problem Management Process.
- Under minimal supervision, provides first and second level technical support.
- Assists in operational requirements of the IT Service Center.
- As directed, prepares required documentation and communicates in a professional manner.
- Suggests changes to existing processes and assists in the evaluation of new technology.
- Acts as the escalation resource to Service Center Analyst I.
QUALIFICATIONS
Minimum Education
- Associates Degree Required or
- Three years of related experience maybe considered in lieu of degree Required
Minimum Work Experience
- 3 years IT service center experience Required
ABOUT US
Baptist Health Care is a not-for-profit health care system committed to improving the quality of life for people and communities in northwest Florida and south Alabama. The organization includesthree hospitals, four medical parks,Andrews Institute for Orthopaedic & Sports Medicine, and an extensive primary and specialty care provider network. With more than 4,000 team members, Baptist Health Care is one of the largest non-governmental employers in northwest Florida.
Baptist Health Care, Inc. is an Equal Opportunity Employer. BHC maintains and enforces a policy that prohibits discrimination against any workforce members or applicants for employment because of sex, race, age, color, disability, marital status, national origin, religion, genetic information, or other category protected by federal, state or local law.