Service Desk Support Administrator

University Hospitals Pain Management; Cleveland (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

University Hospitals Pain Management is seeking an IT Service Desk Analyst to join a 24/7/365 support team. You will respond to user inquiries via phone and email, create and route incident tickets, and assist users with software/hardware issues.

This role involves remote troubleshooting, knowledge base usage, and collaboration with escalation teams to ensure timely resolutions. You will contribute to maintaining PHI security, follow established SLAs, and participate in ongoing training.

Qualifications

• Experience handling IT service desk tickets and user inquiries.
• Familiarity with incident management and knowledge bases.
• Ability to guide users through software/hardware issues.

Responsibilities

• Answer phones and emails with clear, helpful communication.
• Create, route, and maintain incident tickets in the service desk system.
• Troubleshoot issues remotely using standard tools and scripts.
• Escalate complex problems to higher-level teams when needed.
• Document actions and ensure timely closure within SLAs.
• Assist with updating service desk procedures and training.

Skills

Customer service

Problem solving

Communication

Technical support

Tools

ServiceNow

MySoft

Job description

A Brief Overview

Serves as front line contact point for Information Technologies (IT) customers as part of the 24/7/365 IT Service Desk. Provides support to end users on a variety of inquiries and incidents. Identifies, researches, and resolves or routes software and hardware incidents. Responds to telephone calls, email and personnel requests for technical support. Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution.

What You Will Do

• Answers service desk telephones and/or emails and responds to user inquiries.
• Creates, routes and maintains incident records (“tickets”) within a Call Management system; such as MySoft, ServiceNow or other service management tool.
• Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources.
• Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.
• Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
• Effectively uses software tools for remote troubleshooting.
• Work collaboratively with the Sev Runner/Administrator II to properly triage Emergency and High incidents.
• Works collaboratively with 2nd/3rd level support teams to ensure that users receive timely service.
• Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame.
• Assists with defining and documenting Service Desk support procedures as required.
• Participate in Service Desk Review Step management rotation.
• Participate in optional training offerings and suggest additional training offerings for the team’s benefit.

Additional Responsibilities

• Work shifts assigned by Service Desk leadership as required by business needs.
• Meets established productivity and time-management standards.
• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.