Helpdesk Analyst

POSITION SUMMARY: This position must meet all the requirements of a System Analyst II as well as specific detailed functions explained below in the qualifications section for the HIS department. Supports the Hospital Information Systems Customer Service Team in projects and assists in processing issues reported to the Bureaus Help Desk via telephone calls walk-ins voice mails faxes and emails- escalating issues through proper channels.

JOB DUTIES (List in order of importance)

1. Provide friendly and efficient Customer Service.

2. Provide clerical administrative and organizational support as authorized by the Help Desk Manager.

3. Maintain Help Desk Manuals updating contact and location sheets and compiling support policies and procedures as needed by Help Desk Manager.

a. Answer log and track issues/requests as received.

b. Evaluate the severity of the customers issue or request.

c. Attempt to solve problems over the phone whenever possible and practical

d. Assign calls to appropriate individual(s) or queue based upon information gathered.

e. Follow up with customer to confirm that: issues have been resolved in a satisfactory manner or; communicate what action(s) have been taken to reach a resolution.

4. Function as a team player.

QUALIFICATIONS

1. Strong customer focus and excellent communication skills

2. Must possess an Associate Degree or 2 years of college level courses.

3. Must possess 2 years experience working in a Help Desk environment.

4. Must possess experience utilizing remote control tools in an effort to resolve problems.

5. A certification preferred.

6. Work experience in a health care environment is preferred.

7. Must demonstrate the ability to pay close attention to detail.

8. Ability and willingness to follow procedures and contribute to improving processes.

Required Skills:

A Help Desktrack issues/requests