Service Desk Analyst (remote)


With more than 14,000 team members, Tower Health consists of Reading Hospital, a teaching hospital in West Reading; Chestnut Hill Hospital, a teaching hospital in Philadelphia; Phoenixville Hospital in Phoenixville; Pottstown Hospital in Pottstown; and St. Christopher's Hospital for Children, a partnership of Tower Health and Drexel University, in Philadelphia. Tower Health also includes Reading Hospital Rehabilitation at Wyomissing; Reading Hospital School of Health Sciences in West Reading; home healthcare services provided by Tower Health at Home; and a network of 27 urgent care facilities across the Tower Health service area. Tower Health offers a connected network of 2,200 physicians, specialists, and providers across more than 230 convenient locations in Southeastern Pennsylvania.


The Service Desk Analyst is the first level phone support for the health system's end users, vendors, contractors and others that work with the health system and use information technology across the enterprise.

Along with a team and supportive leaders, you will be a critical point of contact, supporting over 14k end users and influencing IT's reputation within the health system. Service Desk offers a great chance to grow within the team and advance to other IT teams from exposure to 400+ applications and many other technologies.

In this role, you will:
  • efficiently and courteously answer Service Desk phones, emails, and voicemails while assisting in problem resolution through the workflow of problem receipt, triage, resolution and closure (when possible), and problem referral/escalation to the appropriate team.
  • acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • follow established guidelines for escalation and keep updated on current events and new IT initiatives.
  • provide ad hoc assistance to fellow Service Desk Analysts.
  • clearly document and maintain records of all Service Desk phone calls, emails, and voicemails using ServiceNow.
  • provide feedback regarding training manuals and Service Desk Knowledge base updates.

Candidates with service desk experience who live within a 2-3 hour distance from Wyomissing, PA, will be considered.

In order to provide 24/7 coverage, the position rotates coverage for weekend and holidays.



Education Requirements
  • HS diploma/GED

  • Relevant experience in a help desk position

Required Skills
  • Analytical Skills
  • Collaborative Skills
  • Computer Skills to include use and navigation
  • Customer Service Skills
  • Detail Oriented
  • Dictation and Transcription Skills
  • Excellent Communications Skills
  • Excellent Interpersonal Skills
  • Excellent Teamwork Skills
  • General Clerical Skills
  • Good Reasoning Skills
  • Keyboarding
  • Listening Skills
  • Microsoft Office Applications
  • Multi Line Telephone Operational Skills
  • Multitasking
  • Negotiation Skills
  • Organizational Skills
  • Problem Solving Skills
  • Relationship-Building Skills
  • Service Orientation
  • Strong Team Player