The Senior Help Desk Analyst is the initial point of contact for all IT users across the Phoenix Children’s Hospital properties. The Senior Help Desk Analyst will provide excellent customer service while triaging and documenting the needs of the requestor. This individual will work cooperatively with end-users on the specified issues, trouble-shooting and providing technical solutions in a user-friendly and professional manner or gathering specific details to facilitate a hand-off to another area of expertise within the Information Technology division. The Senior Help Desk Analyst must have exceptional interpersonal communication skills, and technical skills which can be used to assist, train and mentor more junior help desk personnel. This position is almost exclusively call-center based, and will sometimes require outside of normal business hours to include nights and weekends.

1. Manages technical support needs
   • Analyzes requests and obtains detailed information from the user regarding the issue, user and hardware/software involved; reviews tickets of more junior employees for completeness
   • Clearly communicates all issue-related details to the downstream support staff and/or comprehensively documents within the ticket
   • Provides technical resolution to the requester when possible, to more junior colleagues when requested, and communicates the IT support process and what the user can expect if it cannot be resolved immediately
   • Works cooperatively with other Help Desk staff to resolve, document and/or route issues; escalating when needed
   • Raises concern regarding known trends and recurring issues which warrant attention from the engineering teams; linking and reflecting impacts in ticketing
   • Goes to the end users to resolve quick technical matters that require an on-site resource; assuring that the phone support will not be impacted
2. Provides IT customer service
   • Monitors and manages all customer approaches for support – phone, walk-up, and e-mail, helping to ensure a timely response to each; provides support and guidance in each area for less tenured team mates
   • Provides complete and accurate information in all tickets, inclusive of proper prioritization and categorization
   • Provides an outstanding customer experience regardless of whether issue can be resolved or not
   • Informs users and/or IT division of system outages immediately
   • Displays the ability to effectively interact and convey information to people with varying levels of understanding on technical topics/issues; assists more junior members with understanding and performing these skills
   • Communicates effectively and professionally with individuals at each level of the organization
3. Provides training and mentoring to Help Desk Analysts
   • Assists with the on-boarding and training of all new Help Desk employees
   • Provides direction and assistance for others regarding standard support processes at PCH
   • Assists with the improvement of documentation within the ticketing system
   • Helps fellow employees with the division and prioritization of work
   • Assists with quality improvement initiatives to improve overall help desk support
4. Participates in developing and maintaining the knowledge base
   • Ensures that all systems being supported are accurately reflected in the Systems Inventory
   • Routinely reviews support documentation while interacting with end users to affirm completion and accuracy; updating when necessary
   • Communicates topics for additional educational and learning needs to team leadership
   • Attends and participates in team meetings to share knowledge and build teamwork
5. Performs miscellaneous job related duties as requested.

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable