Lead Service Desk Analyst

Why choose Eden? As a 100% Employee Owned company, we recognize that our people are our most valuable asset. We honor their importance by our recognition that all employees be treated with respect and integrity at all times. We’re interested in you and want you to succeed. Our business is growing rapidly and we want you to grow with us. We have infinite room for advancement, both personally and professionally. We work hard to match you with a position that best fits YOUR skills and YOUR availability. In addition, Eden Health is a Certified Great Place to Work company, 7 years in a row!

The Eden Difference: We bring Connected Care Home through our Core Values of Empathy, Dedication and Integrity to our clients, patients and Employees. Besides a strong family oriented culture unique to Eden, we offer:

• Benefits starting as early as 30 days after start date
• Employee Discounts on travel, resorts, car rentals, Columbia and so much more!
• Employee Hardship Fund
• Bonuses Program
• Employee Stock Program (ESOP)
• Employee Wellness. Family first culture
• Paid Time Off for a Personal Day of your choosing
• Financial Planning through Unum
• Free Counseling Sessions through Unum

Career Benefits:

• Training and educational Assistance
• Career Advancement Opportunities

Financial Benefits:

• 401k Retirement Savings Plan
• Employee Stock Ownership Plan
• Flexible Spending Accounts
• Life, Accident, & Disability Insurance
• Paid Holidays
• Continuing Education Credits are paid for – we offer online and in-person education
• Discounts with AT&T Wireless, National and Enterprise car rentals
• Discounted tickets to a variety of events (Disney Land, Disney World, Universal Studios, SeaWorld, Local Concert/Sporting Events, Hotels/Resorts, etc.)

Personal Benefits:

• Paid sick leave and vacation time – eligible employees start accruing time on their first day of employment
• Identity Theft Protection
• Employee Assistance Program
• Employee Hardship Fund
• Floating Personal Holiday – use it on your birthday or any other day of the year!
• Dental, Medical, Vision available for full-time status

Description:

Customer Outcomes and Escalated Support

1. Serve as a senior technical resource for complex or escalated incidents and service requests.
2. Model and reinforce a consistently outstanding customer experience in every interaction, setting the standard for service quality across the team.
3. Participate in an on-call rotation to provide rapid response to emergencies occurring after business hours.
4. Closely monitor logged incoming Incidents and Requests to guarantee that these are diagnosed and triaged for consistent quality standards.

Coaching and Team Enablement

1. Assist with coaching Service Desk Analysts on troubleshooting techniques, customer service best practices, and technical skills.
2. Partner with Analysts on complex tickets as a learning opportunity, walking through root-cause analysis and resolution steps.
3. Provide real-time technical guidance to Analysts or End Users during calls or tickets in a peer coaching capacity.

Knowledge Sharing and Training

1. Assist with maintaining and expanding the service desk knowledge base, ensuring documentation is accurate, current, and easy to apply.

Continuous Improvement

1. Identify recurring trends, bottlenecks, and pain points affecting the customer experience, and recommend process improvements.
2. Drive initiatives that reduce repeat tickets, improve first-call resolution, and enhance overall customer satisfaction.
3. Pilot and help implement new tools, scripts, or procedures that improve efficiency and service quality.

Major Incident Management

1. Coordinate with the Engineering Team and other Departments in the identification of Major Incidents.
2. Liaise with the Service Desk Manager to escalate Major Incidents.

Problem Management

1. Identify Problems that need to be referred to Problem Management.
2. Contribute to the resolution of Problems where appropriate.

Service Level and Policy Support

1. Monitor Incident queues to help identify potential SLA breaches and flag them to the Service Desk Manager.
2. Contribute to the development of service desk policies, procedures, and best practices alongside the Service Desk Manager.
3. Help document standard operating procedures and maintain the service desk process library as workflows evolve.

Communication and Coordination

1. Act as a bridge between the service desk, engineering, and other business units, facilitating clear communication and smooth collaboration across teams.
2. Ensure the Customer is kept up to date with progress and action on all Incidents, Problems, and Service Requests being managed by the department.
3. Deliver high-quality communications with Customers during service interruptions and provide regular status updates on outages and Requests.
4. Support onsite leadership by sharing process updates and reinforcing standard service desk procedures. Help to ensure sites remain current on escalation paths, support expectations, and operational changes.

1. Several years of IT support experience, with demonstrated technical depth and a track record of mentoring or coaching peers.
2. Associate’s Degree in Information Systems or related field is desirable.
3. Microsoft Certified Solutions Expert (MCSE) Certification – Enterprise Desktop Support Technician, CompTIA Network+ Certification, or equivalent experience is desirable.