Job Description

Description:

PURPOSE STATEMENT

The Help Desk Analyst is responsible for first line triaging and prioritizing all Information Technology (IT) service requests within a healthcare provider system. Serves as a frontline troubleshooting support to achieve first call resolution. Assistance may include telephone, online, or in-person interactions. Help Desk analysts work closely with systems administrators and application analysts to monitor system performance issues and notify end-users of any downtime.

ESSENTIAL FUNCTIONS

Deliver a Tier 1 support service via the Helpdesk, receiving incidents and service requests from various routes including telephone, web, and chat. Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. Ensure Customer Service Level Agreements are met or exceeded. Respond to customer enquiries in a timely and efficient manner. Ensure appropriate documentation of the interaction on the customer's account in the prescribed format. Execute transactions as per prescribed guidelines and timelines. Ensure customer/user confidentiality and data protection at all times. Provide first-line support for clinical workstations, badge readers, printers, scanners, and peripheral devices. Support clinical application logins and password resets for EHR and ancillary systems. Maintain service excellence with a focus on response time, first call resolution, and clinical impact reduction. Maintains regular and predictable attendance. Performs other essential duties as assigned.

Requirements:

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

High school diploma or equivalent. Minimum of 12-18 months of Helpdesk or Service Desk experience required. Experience working with various Helpdesk applications. Must possess a basic understanding of ITIL practices. Possess an understanding of data privacy, confidentiality, and security best practices in healthcare systems preferred. Working knowledge of HIPAA regulations and handling of Protected Health Information (PHI) preferred. Excellent customer service and phone skills. English sufficient to provide and receive instructions/directions. Excellent communication skills - both written and verbal. Willingness to work in a 24/7 healthcare environment. Must be self-motivated and have the ability to work within the established policies, procedures and practices prescribed by the hospital/clinic.

PHYSICAL/MENTAL REQUIREMENTS

Must be able to sit and stand intermittent 8 to 10 hours a day. Must be able to use standard office equipment, including the telephone and computer keyboard. Continuously works under pressure of near 100% accuracy while meeting inflexible deadlines. Continuously utilizes manual/bi-manual dexterity, near vision, speech, and hearing. Frequently stands, walks, sits and utilizes eye/hand coordination and color definition. Occasionally reaches above shoulder, regularly required to lift and/or carry up to 25 lbs. * Occasionally walks on uneven surfaces.