As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Nemours is seeking a Service Desk Shift Analyst (FULL-TIME), to join our team in Wilmington, Delaware.
As the birthplace of the Nemours healthcare system, the Nemours/Alfred I. duPont Hospital for Children in Wilmington, Del. honors our legacy of delivering exceptional care to the children of the Delaware Valley and beyond. Ranked among the nation’s best pediatric hospitals by U.S. News & World Report and honored with the ANCC’s Magnet Designation for excellence in nursing practice, we offer intensive and acute inpatient and outpatient services covering more than 30 pediatric specialties. In October, we will complete a multi-phase hospital expansion that will include new inpatient rooms, Pediatric Intensive Care Unit and Emergency Department. Additionally, Nemours duPont Pediatrics allows us to reach more children across the region through community-based physician services and collaborative partnerships with health and hospital systems.
This position is responsible for:
Identifies, researches, and resolves technical problems. Answer and handle calls in Service Desk Queue within abandon rate, talk time, speed to answer, FCR and other established department targets. Monitors and manages phone, email queue, voicemail and other means of customer entry to the Service Desk. Documents, tracks, and monitors the problem to ensure a timely resolution. He/she will be required to provide daily Tier 1 support to end users on a variety of issues. Analyst will be required to escalate to support teams as required.
Analyst will be responsible for covering off hours support (weekends, evenings, overnights and Holidays) and ensuring phone coverage at all times. Schedule Flexibility is a must. Analyst will work directly with Wilmington, Delaware counterparts in coordinating after hours desk side support while ensuring appropriate Service Desk coverage. He/she will share responsibility to monitor various computer systems in the data center. The analyst will provide desk side support or escalation to Desktop team as appropriate for after hours support. Accountable for customer and internal IS communications for major incidents. Written & verbal communications skills coupled with strong customer service is a requirement. Ability to troubleshoot various technologies, share knowledge and continuously maintain a strong team player mentality is a must.
Hours for open position:
SA – 8:00AM – 4:30PM
SU – 8:00AM – 4:30PM
MO– 8:00AM – 4:30PM
TU – 8:00AM – 4:30PM
WE – 8:00AM – 4:30PM
Responds to user requests/incidents received and provides first level support for both remote and local customers regarding office and clinical information systems, network, hardware, and software issues, triaging and routing to next level of support where appropriate.
Monitors the service desk ticket queue and provides follow up in order to ensure timely and satisfactory resolution to user requests\incidents within agreed SLA.
Troubleshoots incidents across various technology platforms and administers end users accounts.
Prepares, follows and maintains documented procedures utilizing appropriate tools (i.e. ServiceNow KM, etc).
Assists Desktop Team by providing desk side support after hours or as needed.
Provides IT presence at the Hospital, which may require being onsite during the duration of an event such as a winter storm or other natural disaster.
Analyzes production jobs, backup processes, system monitors and server availability.
Escalates to Tier 2 teams (i.e. application, infrastructure, desk side teams, etc.) as required.
Follow critical incident procedures for system outages including sending outage notifications.
Maintains user and departmental confidentiality at all times.
Pursues and completes ongoing, self selected, or Enterprise directed education and /or professional development.
Complete other projects and duties as assigned.
Ability to work with interruptions, flexible with schedule and responsibilities.
High School Diploma is required. 3 years of job-related experience required and ITIL Foundation/HDI Certifications desired but not required.
Excellent customer support/service skillsClear, analytical thinking and problem solving
Excellent communication skills with ability to present technical concepts in common language
Ability to handle problems in a calm and responsive manner (Conflict management skills)
Adaptability to changing environments, processes, technologies
Team centric and leadership ability
Uses feedback for improvement
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.