Help Desk Analyst

MISSION, VALUES and SERVICE GOALS

MISSION: We deliver outstanding care, inspire health, and connect with heart.

VALUES: Trust. Respect. Integrity. Compassion.

SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

About the role

Reports to the Manager, Technical Support or Director, Information Systems. Provides first-line user support and delivers quality customer service to Beacon Health System Help Desk customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. When necessary, directs inquiries or escalates problems to the appropriate staff.

Responsibilities

• Answering, evaluating and prioritizing all requests for assistance - incoming telephone calls, voice mails, e-mails, in-person requests, etc.
• Interviewing the customer to gather information about the question and/or problem. If appropriate, leading the customer through procedures to diagnose the problem.
• Utilizing problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support. Refers more-complex issues to appropriate staff.
• Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution.
• Logging and tracking requests, using the call tracking database and thoroughly documenting all resolution activity. Populating the IS knowledge base with solutions to common problems. Documenting the information in the IS knowledge base.
• Serving as IS customer liaison by interacting with customers at their work sites as assigned. Noting trends in questions received by the Help Desk. Sharing this information with management so additional training can be provided.
• Supports The Overall Operations Of The IS Department By Assigning appropriate case level to incidents and assigning appropriate response levels. Providing incident history, occurrence information, and reports to IS staff. Providing basic Help Desk training and application support to IS staff. Assisting with the diagnosis and resolution of unusual incidents. Communicating work-around solutions to IS staff. Participating in IS project implementations and providing project go-live assistance. Performing system access functions, as assigned, following Beacon security processes and procedures.
• Helps To Improve Help Desk Operations By Improving the information included in the 'scripts' used by the Help Desk Analysts. Reviewing and editing the problem resolution text. Providing ideas for software enhancement to IS management. Participating in the development of Help Desk staff schedules, including time on the Help Desk, performing on-site customer service, and shadowing IS staff and customers.
• Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by: Providing excellent customer service at all times. Maintaining high customer satisfaction by delivering quality customer service as measured by customer satisfaction surveys and/or other measures approved by IS management. Completing other job-related duties and special projects as assigned.

Qualifications

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of an Associate's degree in Computer Science or a computer-related field from an accredited college or university (or equivalent course work and/or technical training).
• A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC hardware and peripherals) is required.
• Knowledge & Skills: Requires knowledge of basic networking concepts and demonstrated proficiency in using personal computers. Knowledge of the various applications/tools/utilities currently used by Beacon is desirable.
• Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations. Requires the strong analytical, problem-solving and decision-making skills needed to identify problems and deliver solutions in a timely manner.
• Demonstrates the ability to work pro-actively and independently as a member of a team. Demonstrates the interpersonal and communication skills, both verbal and written, necessary to communicate and work with IS staff, customers, vendors, and service personnel in a professional, clear, courteous, and responsive manner.

Physical Demands

Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 30 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.