Senior Service Desk Analyst

  • HCA
  • Cottonwood Heights, UT, USA
  • Dec 27, 2018

Job Description

Job Code: 10207-26748


No Weekends


At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year.

HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.
Additional Facts:
• Ranked 63 in Fortune 500
• Computerworld Top 50 Best Places to Work in IT since 2009
• Named one of the "World's Most Ethical Companies" since 2010
• 106 HCA hospitals are on The Joint Commission's list of top performers on key quality measures.

The Senior Service Desk Analyst provides support for basic and complex incident resolution and requests reported to the division/regional Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Senior Service Desk Analyst is responsible for collecting information through a constructive customer conversation, accessing all available support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.


• Addresses and resolves basic (Tier 1) incidents and requests and when applicable addresses and resolves Tier 2 incidents and requests with quality documentation; logs all incidents and requests in Remedy; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate product categorization for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met.
• Takes ownership of issues and actively facilitates resolution of reported incidents (add to SDA)
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Empowered to create unique customer service experiences that reflect highly on HCA.
• Responsive to the expressed and unexpressed needs of our customers.
• Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all HCA customers including but not limited to employees, patients, and their families.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
• (Corporate) Follows up with other service resources involved in resolution to ensure
incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledgebase.
• Contributes to and updates self-help and staff knowledge bases and assists in documenting and communicating request and incident resolutions, high and critical outages, and work-around procedures.
• Identifies, evaluates, promotes, and implements customer support best practices.
• Mentors, supports, trains, and cross-trains other Customer Support staff including Service Desk Analysts and Access Coordinators.
• Consistently contributes to team discussions/communications and provides constructive input.
• Actively identify areas where processes can be simplified or improved.
• Engages other resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Identifies and analyzes trends in incidents and requests, and provides feedback to more senior personnel, if warranted.
• Increases general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Uses Remedy Templates when available to ensure accurate and necessary information is obtained.
• Provide on-call support as needed and/or assigned. Build relationships with other IT&S teams through frequent constructive communication.
• Identifies opportunities for implementing process improvements.
• Adheres to and supports HCA IT&S standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Adheres to Code of Conduct and Mission and Value statements.
• Performs other duties as assigned

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Customer service orientation and/or prior customer service experience
• Demonstrated ability to learn customer support processes and techniques.
• Demonstrates strong analytical skills or solid understanding of troubleshooting methodology
• Ability to solve problems.
• Demonstrated ability to work without supervision
• Competency in MS Office Suite and MS operating system
• Experience with call center techniques
• Competency in call center tracking tools
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Advanced desktop support knowledge

• Mobile device support experience
• Apple product support experience
• Strong understanding of HCA security-related procedures. Understanding of Healthcare technology industry
• Advanced network troubleshooting and support

• Bachelor's degree or equivalent work experience preferred.

• One year of direct, relevant experience required
• Three to five years' work experience preferred

• CompTIA A+ preferred
• CompTIA Net+ preferred
• MCITP preferred

PHYSICAL DEMANDS/WORKING CONDITIONS - Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

Last Edited: 12/26/2018