Senior Service Desk Analyst

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!

What You Will Do:

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 seeing repeat issues

What You Will Gain:

This is an excellent opportunity for you to join a global leader in healthcare safety, building up your skillset using innovative tools and technologies along the way. You will grow and develop, and be a part of an amazing international team, advancing your career further.

Experience/Knowledge You Will Need:

The candidate would ideally have:

• Windows troubleshooting,

• Microsoft 365 administration,

• Mobile technologies (iOS, Android)

• Active Directory and AzureAD Administration

• Email administration, Microsoft Exchange,

• Graduate in a technical discipline

• Have strong analytical and problem solving skills

Interpersonal Requirements:

• Maintain strong communication and interpersonal skills, both over the phone and in person

• Attention to detail, don't react too quickly, make sure the relevant details are captured

• Ability to be flexible to work with a wide variety of technology and end user skill level and maintain a professional manner in dealing with all users at all times

• Ability to multi-task

• Show ability to work in a team environment.

• Show effective use of time management skills

• Be Organised

• Focus on Customer satisfaction, be tactful and diplomatic

• Looking at the bigger picture, not too immediate

• High standards of behavior and appearance