Company Description

Krasan Consulting Services is a Chicago boutique management consulting and technology solutions integrator. As a certified BEP WBE with the State of Illinois and a certified WBE, MBE, and DBE recognized by the City of Chicago, Krasan provides complex technology solutions and services for clients in the Public and Commercial sectors. With decades of experience, Krasan specializes in end-to-end technology solutions, integration, and implementation services and is proud to enable the success of our customers.

Job Title: Service Desk Process Analyst

Location: Onsite, Chicago, IL 60612

Duration: 1 Year

Shift Length: 12-hour fixed shifts

o   PM Shift (12:00 PM - 12:00 AM)

o   AM Shift (12:00 AM - 12:00 PM)

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 lead communications during major incidents.

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, and audience appropriate messaging. 
• Deliver accurate, confident mass communications messages 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. 
• Operational and strategic service desk expertise. 
• 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. 
• 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 modeling professionalism, accountability, and calm leadership. 
• Team-first mindset. 
• Commitment to collective success over individual metrics. 
• 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 all open tickets, identify overdue issues, and ensure timely and effective resolution. 
• Guarantee high levels of customer satisfaction at every point of customer contact. 
• Plan, schedule, and coordinate staff coverage to meet service level agreements. 
• Plan and 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.Develop and coach team members through hands-on leadership, not passive oversight. 
• Work alongside analysts to observe work patterns, identify skill gaps, and provide real‑time coaching and mentoring. 
• Listen to team challenges and proactively remove obstacles that slow down productivity or service quality. 
• Hold team members accountable through support, feedback, and meaningful conversations—not just metrics. 
• Invest in the long‑term growth and capability development of each analyst. Drive team-oriented problem solving and cross-shift optimization. 
• Think beyond individual shifts to improve how work flows across the entire operation. 
• Proactively identify opportunities to shift or complete work during lower call‑volume periods. 
• Share insights, improvements, and best practices across shifts and support groups rather than working in silos. 
• Seek out additional responsibilities that benefit the broader service desk and IT organization. Maintain, analyze, and update Service Desk documentation, including manuals, contact lists, locations, policies, and procedures. 
• Function as a collaborative team player who contributes to a positive, accountable, and service‑focused work environment.

Job-2208