Tier II Service Desk Analyst

Community Health Network; Indianapolis (IN); On-site; USD 60,000 - 75,000; Full time

Job summary

Community Health Network in Indianapolis, IN seeks a Tier II Service Desk Analyst to resolve or escalate tickets beyond Tier I, supporting Outlook, Microsoft 365, RightFax, Cisco phones, UKG and other enterprise tools. You will analyze incidents, share knowledge, and help teammates resolve issues efficiently.

Qualified candidates have a Bachelor's degree or equivalent, 3+ years customer service, ServiceNow experience preferred, strong written and verbal communication, and the ability to learn

Qualifications

• Bachelor's degree or equivalent field related work experience required.
• A combination of education and experience will be considered in lieu of a degree.
• Three (3) years of customer service experience required.
• One (1) year of ServiceNow experience is strongly preferred.
• Strong written and verbal communication skills, including active listening.
• Strong technical aptitude with the ability to learn and adapt to new technologies.
• Desire to provide outstanding customer service in every interaction.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Resolve or escalate tickets from the IT Service Desk that cannot be resolved by Tier I support.
• Provide in-depth analysis of incidents and information requests, helping teammates resolve technical issues efficiently.
• Serve as a liaison between frontline support and higher-tier technical teams while supporting Outlook, Microsoft 365, RightFax, Cisco phones, UKG, and other enterprise technologies.

Skills

Team collaboration

Communication skills

Problem solving

Active listening

Technical aptitude

Adaptability

Fast-paced environment

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Outlook

Microsoft 365

Job description

Join Community

Community Health Network was created by our neighbors, for our neighbors. Over 60 years later, "community" is still the heart of our organization. It means providing our neighbors with the best care possible, backed by state-of-the-art technology. It means getting involved in the communities we serve through volunteer opportunities and benefits initiatives. It means ensuring our dedicated caregivers can learn and grow to stay at the top of their fields and to better serve our patients. And above all, it means exceptional care, simply delivered -, and we couldn't do it without you.

Join Community

Community Health Network was created by our neighbors, for our neighbors. Over 60 years later, "community" is still the heart of our organization. It means providing our neighbors with the best care possible, backed by state-of-the-art technology. It means getting involved in the communities we serve through volunteer opportunities and benefits initiatives. It means ensuring our dedicated caregivers can learn and grow to stay at the top of their fields and to better serve our patients. And above all, it means exceptional care, simply delivered -, and we couldn't do it without you.

Where you fit in

The Tier II Service Desk Analyst resolves or escalates support tickets from the IT Service Desk that cannot be resolved by Tier I support. This role supports Problem Management by providing more in-depth analysis of incidents and information requests, helping teammates resolve technical issues efficiently and effectively. The Tier II Service Desk Analyst supports a wide range of systems and applications, including Outlook, Microsoft 365, RightFax, Cisco phones, UKG, and other enterprise technologies, while serving as a liaison between frontline support and higher-tier technical teams.

Exceptional Skills And Qualifications

Applicants for this position should be able to collaborate with others in a team setting, have excellent communication skills, and a positive attitude toward problem-solving.

• Bachelor's degree or equivalent field related work experience required.
• A combination of education and experience will be considered in lieu of a degree.
• Three (3) years of customer service experience required.
• One (1) year of ServiceNow experience is strongly preferred.
• Strong written and verbal communication skills, including active listening.
• Strong technical aptitude with the ability to learn and adapt to new technologies.
• Desire to provide outstanding customer service in every interaction.
• Ability to work effectively in a fast-paced environment.

Why Community?

At Community Health Network, we build teams that deliver exceptional care through empathy, communication and collaboration. We consider ALL an integral part of the exceptional patient experience. We PRIIDE ourselves on not having employees but Caregivers. Join our Community as we make a difference in your community.