Role / Job Title: Service Desk Process Analysts
Location: Chicago, IL
Work setting: Onsite
Job type: Full time
Role Description / Job Summary
Service Desk Process Analyst to provide 24/7 supervisory coverage for our IT Service Desk and Desktop Support teams. These individuals will be accountable for team performance metrics, coaching team members, serving as the primary escalation point during their shift, and leading communications during major incidents.
Department & Role Relationships
- Hospital Information Systems Department
Minimum Qualifications
- Education: Bachelor’s degree in Health Informatics, IT, Computer Science, or a related field.
Preferred Qualifications
- Experience: Typically 5+ years in healthcare technology, with 3+ years in a supervisory or leadership role.
Knowledge, Skills, Abilities
- Exceptional verbal and written communication skills, including the ability to translate complex technical concepts into clear, concise, audience-appropriate messaging.
- Ability to deliver accurate, confident mass communications under pressure during major incidents or service disruptions.
- Strong people leadership and coaching capability.
- Ability to develop and sustain a cohesive, high-performing team.
- Skill in coaching, mentoring, and developing employees through observation, feedback, and hands-on support.
- Ability to foster accountability through trust, guidance, and clear expectations.
- Understanding of Service Desk strategy, service management best practices, and relevant industry standards.
- Ability to balance short-term operational demands with long-term direction and continuous improvement.
- Knowledge of call center and ITSM ticketing systems, including performance monitoring and workflow optimization.
- Critical thinking and problem-solving skills, including the ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements.
- Comfort in dynamic environments where priorities and information may change quickly.
- Strong organizational and time management skills.
- Ability to manage multiple priorities while maintaining service quality and team morale.
- Skill in setting the tone for the team through professionalism, accountability, and calm leadership.
- Team-first mindset and willingness to collaborate across shifts and functions to improve overall service outcomes.
Responsibilities & Typical Duties
- Supervise and support service desk operations to ensure consistent, high-quality customer service.
- Provide direct support to customers by troubleshooting issues and answering questions about products and services.
- Manage call queues and ticket workflows, prioritizing work based on customer impact, urgency, and staff availability.
- Monitor open tickets, identify overdue issues, and ensure timely and effective resolution.
- Ensure high levels of customer satisfaction at every point of customer contact.
- Plan, schedule, and coordinate staff coverage to meet service level agreements.
- Schedule IT support staff to ensure optimal coverage across all help desk contact points.
- Monitor assignments and performance to ensure workloads are balanced and service commitments are met.
- Manage and optimize the Automatic Call Distribution (ACD) system, including user-level changes, data analysis, and process improvement recommendations.
- Serve as the primary voice of IT during major incidents, delivering timely, accurate, and organization-wide communications.
- Translate technical details into clear, jargon-free written and verbal updates for business stakeholders, executives, and the broader organization.
- Communicate confidently with technical subject matter experts and executive leadership, even when information is incomplete.
- Remain calm, precise, and composed in high-pressure, time-sensitive situations.
Atos states that diversity and inclusion are embedded in its DNA and highlights its commitment to a fair work environment and corporate social responsibility.