Support Engineer

Job Title: Service Desk Analyst

Role Overview:

The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. This role involves answering incoming calls professionally, logging incidents and service requests, troubleshooting basic IT issues, and ensuring timely resolution or escalation when necessary. The analyst plays a critical role in maintaining high levels of customer satisfaction and service quality.

Key Responsibilities:

• Respond to incoming support calls and document user requests accurately in the incident tracking system.
• Provide first-level support for issues related to:
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• Personal computing hardware
• Microsoft Windows and Office products
• Various desktop and client access applications
• Business and clinical software tools
• Troubleshoot and resolve user-reported incidents efficiently within the scope of access and experience.
• Minimize unnecessary escalations by collaborating with internal support teams and applying known solutions.
• Escalate unresolved incidents with complete and accurate documentation to the appropriate Level 2 or Level 3 support teams.
• Participate in setting and achieving performance goals in alignment with Service Desk metrics and SLAs.
• Support continuous improvement by providing guidance to peers and helping standardize troubleshooting procedures.
• Document troubleshooting steps, known issues, and resolutions to enhance team knowledge and onboarding processes.
• Contribute to department projects and initiatives as assigned by leadership.
• Maintain service quality and adhere to deadlines.

Out of Scope Responsibilities:

The following tasks fall outside the scope of this role and will be managed by Froedtert or relevant vendors:

• Level 2 and Level 3 technical support
• Code-level enhancements, software development, or defect fixes
• Hardware break/fix services and device backups
• Installation or deployment of production servers
• Changes or updates to external systems
• Support for Epic application or account-related inquiries

Role: System Administrator / Engineer

Industry Type: IT Services & Consulting

Department: Engineering - Hardware & Networks

Employment Type: Full Time, Permanent

Role Category: IT Network

Education

UG: Any Graduate

• PG: Any Postgraduate