Service Operations Center Analyst

Duke University Health System is committed to compassionate care and is seeking a Service Operations Center Analyst to provide IT technical and application support. The role involves receiving, prioritizing, documenting, and actively resolving end-user help requests while ensuring effective communication and problem resolution.

What you'll do:

• Provide 1st level of technical and customer support via phone
• Build rapport and elicit problem details from service desk customers
• Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call tracking system, returning calls from customers, and entering new tickets into the call-tracking database
• Open tickets and escalate tickets to appropriate groups outside the Service Desk when necessary
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly
• Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications, information technology or VoIP telephony related services
• Participate in a rotation providing 24x7x365 support
• Participate in a technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution
• Follows DHTS ITIL process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management
• Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.)

What they're looking for:

• Bachelor's degree in a related field or two years of equivalent technical or Call Center experience required
• Level 1- One year of IT or Call Center experience is required
• Level 2- Three years of IT experience required
• Level 3- Five years of IT experience required
• Must have a current N.C. driver's license