IS Customer Service Analyst I - VIRT

Overview:
The IS Customer Service Analyst I serves as the initial point of contact for IS related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person.

 

Position Type: Hybrid

This role involves both on-campus responsibilities and the option to work remotely for the remainder of the time, depending on the candidate’s preference.

 

Schedule:

Training Period: For the first six weeks, the team member will train from 8 AM to 5 PM, Monday through Friday.

Post-Training: After completing training, the shift will be from 12 PM to 9 PM, Tuesday through Saturday.

Why Nationwide Children's Hospital?:
The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children’s Hospital, Where Passion Meets Purpose.

 

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

 

We’re 16,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we’ll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

 

Ask anyone with a Nationwide Children’s badge what they do for a living. They’ll tell you it’s More Than a Job. It’s a calling. It’s a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

 

Nationwide Children’s Hospital. A Place to Be Proud.

Responsibilities:
Gathers relevant information to assist in timely resolution of incidents and requests

Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier 2 and 3 resources

Provides accurate and timely logging and resolution of issues

Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner

Assists the IS Service Desk with continuous process improvement

Note: Regular, reliable and consistent attendance is an essential job function.Employees are expected to perform work as scheduled. Please see the physical requirements for this position listed below.

Qualifications:
Education Requirement: Bachelor’s Degree or relevant experience required

Certifications: A+, Network+ preferred

 

Skills: Excellent troubleshooting and customer service skills

 

Experience: Minimum 1-2 years experience providing IT customer support required

 

Driving required: Yes, occasionally 

 

 

 

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

 

EOE M/F/Disability/Vet