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 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.
The Service Desk Analyst 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 must possess strong Customer Service Skills, Problem Solving capability along with strong written and vocal communications. Team Player attitude is a must as we are a 23 person cross location support team offering 24/7 coverage to our hospitals & clinics.
Current Open Position is M-F from 9:30am -6:00pm. Schedule is subject to change based on department need.
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.).
Escalates to Tier 2 teams (i.e. application, infrastructure, desk side teams, etc.) as required.
Follow critical incident procedures for system outages, which may include sending outage notification.
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.
The ideal candidate will have three years of prior Service Desk experience and possess the ITIL Foundation and/or HDI certification. Excellent Customer Service skills are a must! Must be willing to work a flexible schedule that may include overnights, weekends, and/or Holidays. Healthcare experience is preferred.
High School Diploma required.
Minimum of three (3) to five (5) years' experience required.
ITIL Foundation & HDI Certifications desired but not required.
Excellent customer support/service skills.
Clear, analytical thinking and problem solving.
***External Applicants - Please be advised if you apply to this position, you will be asked to take an assessment as part of the application process. This could add an additional 20 to 45 minutes, based upon the assessment that corresponds with this position. Please allow yourself enough time to complete the test, as you will not be able to save your application and come back to complete it at a later time. Do not use your mobile phone to apply to this position; our assessment is not compatible with mobile devices at this time ***
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 committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.