Service Desk Analyst III
Overview:
At Emory Healthcare, we integrate science and caring to change the face of health care.
Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems.
Were empowered to influence change for, and with, our patients, their families, the community and each other.
As one of the leading academic medical systems, were eager to share what we learn with hospitals around the country, and the world.
Weve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.
Were defining a new standard of care for humankind.
Are YOU ready to join us?This is a hybrid position that requires both on site and remote work locations.
Epic experience is highly preferred.
Description:
Job Description:
Under minimal supervision, provides a high degree of customer satisfaction functioning as a customer liaison for IT related issues.
Proactively tracks and follows up on complex customer issues ensuring that all incidents are resolved to customer's satisfaction.
Demonstrates advanced knowledge of Incident Management System, complex issues and their resolutions.
Monitors opened tickets assigned to the Service Desk to verify correct assignment, ensure timely customer follow-up and resolution.
Full working knowledge of Resolver groups and their functions, acts as a resource for Service Desk staff for accurate ticket Routing.
Follows established procedures to comply with HIPPA guidelines for PHI data.
Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions.
Responsible for creating and maintaining the integrity of the published knowledge and serves as a Knowledge Reviewer.
Assists in the formal training and orientation of new service Desk employees to ensure that they receive appropriate instructions to perform assigned duties at an expected level.
Works with designated Resolver Groups to acquire an expert knowledge of supported applications.
Responsible for transfer of knowledge to other Subject Matter Experts as well as Service Desk staff.
Acts as resource for any customer questions or application functionality.
Accountable for ticket review to ensure incidents are properly documented, assigned and resolved.
Recommend and provide Remedy templates in area of expertise.
Actively participates in monthly meetings providing updates and feedback on designated subject matter.
Maintains advanced knowledge of the services provided and ensures a positive and exceptional customer experience.
Serves as the example for a high level of customer satisfaction by engaging IT resolver groups for complex issues, resulting in first tier resolution.
Routinely displays excellent communication and customer service.
Provides oversight and serves as the first point of escalation for customer status requests and follow-up with Resolver Groups.
Ensures that all Status Center functions for customer requests, processes and reporting is completed daily.
Functions as Liaison between the Information Services department, customer and Department Management.
Monitors Vendor WOW Cart queue, participates in WOW cart upgrades/ go lives and provides onsite customer group training meetings.
MINIMUM
Qualifications:
Associate's degree in computer science or related field.
Two years experience in a direct user support help desk environment including the use including the use of EPIC or Microsoft Office Suite.
Or four years experience in computer support operations without a degree.
EPIC Certification, Support Center Analyst Certification, or IS related Certification preferred.
Additional Details:
Service Desk Analyst I- IV, Salary:
18.
22/hr-41.
81/hr.
The grade and salary of the position are based on specific criteria met within the qualifications of each level, relevant experience, skills, performance and internal equity.
This position is eligible for shift differentials.
Recommended Skills Customer Experience Customer Satisfaction Customer Service Help Desk Incident Management Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
At Emory Healthcare, we integrate science and caring to change the face of health care.
Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems.
Were empowered to influence change for, and with, our patients, their families, the community and each other.
As one of the leading academic medical systems, were eager to share what we learn with hospitals around the country, and the world.
Weve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.
Were defining a new standard of care for humankind.
Are YOU ready to join us?This is a hybrid position that requires both on site and remote work locations.
Epic experience is highly preferred.
Description:
Job Description:
Under minimal supervision, provides a high degree of customer satisfaction functioning as a customer liaison for IT related issues.
Proactively tracks and follows up on complex customer issues ensuring that all incidents are resolved to customer's satisfaction.
Demonstrates advanced knowledge of Incident Management System, complex issues and their resolutions.
Monitors opened tickets assigned to the Service Desk to verify correct assignment, ensure timely customer follow-up and resolution.
Full working knowledge of Resolver groups and their functions, acts as a resource for Service Desk staff for accurate ticket Routing.
Follows established procedures to comply with HIPPA guidelines for PHI data.
Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions.
Responsible for creating and maintaining the integrity of the published knowledge and serves as a Knowledge Reviewer.
Assists in the formal training and orientation of new service Desk employees to ensure that they receive appropriate instructions to perform assigned duties at an expected level.
Works with designated Resolver Groups to acquire an expert knowledge of supported applications.
Responsible for transfer of knowledge to other Subject Matter Experts as well as Service Desk staff.
Acts as resource for any customer questions or application functionality.
Accountable for ticket review to ensure incidents are properly documented, assigned and resolved.
Recommend and provide Remedy templates in area of expertise.
Actively participates in monthly meetings providing updates and feedback on designated subject matter.
Maintains advanced knowledge of the services provided and ensures a positive and exceptional customer experience.
Serves as the example for a high level of customer satisfaction by engaging IT resolver groups for complex issues, resulting in first tier resolution.
Routinely displays excellent communication and customer service.
Provides oversight and serves as the first point of escalation for customer status requests and follow-up with Resolver Groups.
Ensures that all Status Center functions for customer requests, processes and reporting is completed daily.
Functions as Liaison between the Information Services department, customer and Department Management.
Monitors Vendor WOW Cart queue, participates in WOW cart upgrades/ go lives and provides onsite customer group training meetings.
MINIMUM
Qualifications:
Associate's degree in computer science or related field.
Two years experience in a direct user support help desk environment including the use including the use of EPIC or Microsoft Office Suite.
Or four years experience in computer support operations without a degree.
EPIC Certification, Support Center Analyst Certification, or IS related Certification preferred.
Additional Details:
Service Desk Analyst I- IV, Salary:
18.
22/hr-41.
81/hr.
The grade and salary of the position are based on specific criteria met within the qualifications of each level, relevant experience, skills, performance and internal equity.
This position is eligible for shift differentials.
Recommended Skills Customer Experience Customer Satisfaction Customer Service Help Desk Incident Management Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
