Service Desk Process Analysts

Atos; Chicago (IL); On-site; USD 75,000 - 120,000; Full time

Job summary

Atos in the United States seeks a Service Desk Process Analyst to supervise IT Service Desk and Desktop Support teams, ensuring 24/7 coverage and strong performance. You will coach staff, handle escalations, and lead communications during major incidents to minimize service disruption.

The role requires extensive healthcare technology experience with leadership capability, shaping incident response and continuous improvement while balancing day-to-day operations with long-term strategy.

Qualifications

• 5+ years in healthcare technology.
• 3+ years in a supervisory or leadership role.
• Exceptional verbal and written communication, with ability to translate complex concepts clearly.
• Ability to deliver mass communications during major incidents.
• Strong people leadership and coaching capability.
• Ability to build and sustain a cohesive, high performing team.
• Coaching, mentoring, and developing employees through observation and feedback.
• Ability to balance operational demands with long term direction.

Responsibilities

• Provide 24/7 supervisory coverage for IT Service Desk and Desktop Support teams.
• Be accountable for team performance metrics and coaching team members.
• Serve as the primary escalation point during shifts.
• Lead communications during major incidents.

Skills

Leadership

Coaching

Communication

ITSM

Incident management

Data analysis

Problem solving

Organizational skills

Tools

ITSM ticketing systems

Job description

Service Desk Process Analyst to provide 24/7 supervisory coverage for our IT Service Desk and Desktop Support teams. These individuals will be accountable for team performance metrics, coaching team members, serving as the primary escalation point during their shift, and lead communications during major incidents.

Experience: Typically 5+ years in healthcare technology,

with 3+ years in a supervisory or leadership role

• Exceptional verbal and written communication skills, including the ability to:
• Translate complex technical concepts into clear, concise, and audience appropriate messaging.
• Deliver accurate, confident mass communications messages under pressure during major incidents or service disruptions.
• Strong people leadership and coaching capability.
• Ability to develop and sustain a cohesive, high performing team.
• Skill in coaching, mentoring, and developing employees through observation, feedback, and hands on support.
• Ability to foster accountability through trust, guidance, and clear expectations.
• Operational and strategic service desk expertise.
• Understanding of Service Desk strategy, service management best practices, and relevant industry standards.
• Ability to balance short term operational demands with long term direction and continuous improvement.
• Knowledge of call center and ITSM ticketing systems, including performance monitoring and workflow optimization.
• Critical thinking and problem-solving skills.
• Ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements.
• Comfort in dynamic environments where priorities and information may change quickly.
• Strong organizational and time management skills.
• Ability to manage multiple priorities while maintaining service quality and team morale.
• Skill in setting the tone for the team through modeling professionalism, accountability, and calm leadership.
• Commitment to collective success over individual metrics.
• Willingness to collaborate across shifts and functions to improve overall service outcomes.