Service Desk Analyst

About CHRISTUS Health

CHRISTUS Health is a leading faith-based, not-for-profit health system dedicated to providing compassionate and high-quality healthcare services. With a rich history of serving communities across various regions, CHRISTUS Health emphasizes holistic care that addresses the physical, emotional, and spiritual needs of patients. The organization is committed to innovation, excellence, and integrity, fostering a collaborative environment where healthcare professionals can thrive and make a meaningful difference in people's lives. As a prominent healthcare provider, CHRISTUS Health continually strives to improve patient outcomes and enhance community well-being through its extensive network of hospitals, clinics, and support services.

About The Service Desk Analyst Role

The Service Desk Analyst at CHRISTUS Health plays a vital role in ensuring the operational efficiency of the Information Management and Service Support divisions. This position is responsible for providing first-level technical support to end-users, addressing hardware and software issues promptly and professionally. The Service Desk Analyst acts as the initial point of contact for both internal staff and external customers seeking assistance via phone, email, or self-service portals. The role requires a customer-centric approach, excellent problem-solving skills, and the ability to communicate technical information effectively to non-technical users. The Service Desk Analyst collaborates closely with other support teams to resolve issues efficiently, escalate complex problems appropriately, and contribute to the continuous improvement of service delivery. This position supports the broader organizational goals of CHRISTUS Health by ensuring reliable technology services that enable healthcare professionals to deliver exceptional patient care.

Qualifications

• High School Diploma or equivalent required; relevant technical certifications are a plus.
• Strong communication and interpersonal skills with a focus on customer service excellence.
• Basic knowledge of hardware, software, and network troubleshooting techniques.
• Familiarity with common healthcare applications such as MEDITECH, Microsoft Office Suite, and other relevant tools.
• Ability to work effectively in a team environment and handle multiple priorities simultaneously.
• Proactive attitude with a commitment to ongoing self-development and learning.
• Prior experience in a help desk or technical support role is preferred but not mandatory.

Responsibilities

• Provide first-level technical support for hardware and software issues, including password resets, to ensure minimal downtime and disruption.
• Deliver exceptional customer service by maintaining a polite, courteous, and friendly demeanor at all times.
• Promptly acknowledge customer inquiries and assess their needs to facilitate efficient resolution of issues or requests.
• Assist users in understanding and utilizing software tools and equipment such as MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers.
• Respond proactively to system issues, troubleshoot problems, and escalate complex cases to higher support tiers when necessary.
• Accurately document all support activities, resolutions, and actions taken within the ticketing system, including incident descriptions and troubleshooting steps.
• Manage support tickets to ensure adherence to Service Level Agreements (SLAs), following up with internal and external support teams for updates.
• Create and share knowledge base articles and wiki entries to promote knowledge sharing and streamline issue resolution processes.
• Assist higher-level support analysts in evaluating change management resolutions for new products and technologies.
• Act as a liaison between the Information Management Department and end-users, ensuring clear communication and customer satisfaction.
• Participate in departmental programs aimed at enhancing customer service quality and operational efficiency.
• Perform additional duties and special projects as assigned by team leads, supervisors, or managers to support organizational objectives.

Benefits

CHRISTUS Health offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. Benefits include competitive healthcare plans, dental and vision coverage, retirement savings options, paid time off, and wellness programs. The organization also provides opportunities for ongoing training and development, encouraging employees to enhance their skills and advance their careers within the organization. Additionally, employees benefit from a supportive work environment that values diversity, inclusion, and work-life balance, fostering a culture of respect and collaboration.

Equal Opportunity

CHRISTUS Health is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic. We promote a culture of fairness and equal opportunity, ensuring all employees and applicants are treated with respect and dignity. Our commitment extends to providing a work environment where everyone can thrive and contribute to our mission of compassionate healthcare.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Hardware/Software Support
• MEDITECH
• Microsoft Office Suite
• Ticketing Systems
• SLA Management
• Problem Solving
• Communication Skills