South Shore Health SystemLead IT Field Support Service Analyst
Mar. 2017 - Jan. 2018• Work with Manager of IT Field Support Services to prioritize and schedule daily work within the Field Support team.
• Recommend to Manager industry best-practices in IT operations and support processes (e.g., ITIL).
• Provide direction to the team as determined by the Field Support Services Manager, on new or existing policies and procedures to support the Health System desktop services requirements.
• Work the more challenging problems or issues referred by other team members.
• Facilitate testing, update existing and new software on desktop images to ensure compatibility and utility.
• Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations.
• Assign and coach support specialists through new, routine and challenging tasks. • Provide on-site, and on-call 7x24x365 support, as needed.
• Keep abreast of current industry tools and standards and make recommendations on standards or processes to enhance team support capabilities.