Tier II Service Desk Analyst — Elevate IT Support

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

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