IT Service Desk Analyst – SUN-THUR 7 AM
There's quite a distance between wondering and knowing. And for patients waiting for answers to important health questions, it's a road they want to travel as quickly as possible.
At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy. Currently, we seek a
The IT Service Desk Analyst provides first level support for Quest Diagnostics employees and Business Units. IT Service Desk Analysts will provide initial triage, troubleshooting and support for Quest Diagnosticsâ Enterprise applications, desktop applications, and Microsoft® applications. Service Desk receives 18,000 calls a month.
Accurately and efficiently diagnose and resolve problems related to the use of Quest Diagnostics Enterprise Applications.
Accurately and efficiently diagnose and resolve problems related to the use of Quest Diagnostics Desktop Applications.
Understand and follow documented escalation procedures.
Assure proper classification and routing of incidents.
Proper use of knowledge management database.
Appropriate use of tools to log, track, escalate and resolve and close calls and incidents.
Follow up on all reported problems, ensuring complete customer satisfaction.
Possess appropriate soft skills to manage sensitive situations.
Possess ability to communicate effectively and accurately at all levels.
Proper adherence to the Incident Management SOP.
Keep up to date with all new technical processes identified and provided for job responsibilities.
Strong background in use of Help/Service Desk tools, processes, and environment, including call tracking software. (HP Service Manager)
Excellent analytical and problem-solving skills.
Excellent customer service and verbal communication skills.
Experience in supporting Microsoft applications
Experience in triaging and resolving hardware issues
Please Log In or Register to Upload a Resume and complete the online Application. Because of the large number of applicants to job openings, Quest Diagnostics will only contact candidates to be interviewed
Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patient comes first and that values do matter. We work to earn our customersâ trust every day by providing the highest quality products and services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: "Dedicated people improving the health of patients through unsurpassed diagnostic insights."
[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.]
Quest Diagnostics is an Equal Opportunity Employer (EEO).
