Senior Service Desk Analyst

at RLDatix in Chicago, Illinois, United States

Job Description

Location: Chicago, North America

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,700 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and the Governance, Risk, and Compliance (GRC) movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to patient care!

The Senior Service Desk Analyst will be part of a team providing first class technical user support to ensure calls to the Service Desk, either by email, telephone, self-service or ‘walk-in’ are logged, tracked and managed as required through to closure.

The Senior Service Desk Analyst will provide desk side support including resolving hardware and software faults, conducting laptop and desktop builds across RLDatix offices.

Prerequisites for this role are strong technical skills, excellent interpersonal skills with the ability to converse effectively at all levels. As a senior level role you will be expected to deal with escalations from end users, coach more junior members of the team and look for ways to improve to process/technology for the end users.

The successful candidate will be used to working autonomously, be self-sufficient and be comfortable working in a corporate environment. This role is part of the Corporate Information Systems team, working closely with the Business across the globe (including colleagues in the UK, North Macedonia, Canada, Sweden and Australia).

A crucial part of the role is:

· Provide 1st and 2nd line support for all RLDatix employees, business systems, applications and services in all geographical locations

· Escalate calls to internal and external support providers where necessary

· Interact with internal clients on all levels to help resolve IT related issues and provide answers in a timely manner

· Log all service actions and incidents into a ticketing system

· Maintain proficiency in the use of all available problem resolution tools

· Respond to calls within specified time frames

· Ensure all procedures are suitably documented and published in accordance with current service standards

· Ensures that company assets are maintained responsibly

· Oversee new starter and leaver processes working with departmental heads to ensure systems are updated accordingly

· Technical coaching junior members of the team

· Proactive vendor management

· Develop preventative measures when
Equal Employment Opportunity/M/F/disability/protected veteran status

PI216998105