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Help Desk Analyst

Company: Health Quest
Location: Lagrangeville
Posted on: April 5, 2021

Job Description:

Overview Nuvance Health is a family of award-winning nonprofit hospitals and healthcare professionals in the Hudson Valley and western Connecticut. Nuvance Health combines highly skilled physicians, state-of-the-art facilities and technology, and compassionate caregivers dedicated to providing quality care across a variety of clinical areas, including Cardiovascular, Neurosciences, Oncology, Orthopedics, and Primary Care. Nuvance Health has a network of convenient hospital and outpatient locations - Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York - plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care, and two urgent care offices. Non-acute care is offered through various affiliates, including the Thompson House for rehabilitation and skilled nursing services, and the Home Care organizations. For more information about Nuvance Health, visit www.nuvancehealth.org. Responsibilities Title: Help Desk Analyst I Reports To: Manager Help Desk and Call Center Operations Department: Information Technology FLSA Status: Non Exempt Purpose: The Help Desk Associate Analyst's primary function is to provide first level customer support to Health Quest users, including medical and administrative staff in multiple locations. In addition to answering incoming calls and creating, tracking tickets, the Help Desk Associate Analyst is also required to escalate issues when appropriate, communicate with users regarding downtime and other unplanned occurrences, regularly monitor system and environmental status, monitor the AS400 system and run jobs (if assigned to do so), and enforce all HQIT security policies. Essential Responsibilities Responsibility 1 Be available to answer incoming calls for assistance and efficiently resolve issues. Escalate to appropriate resource if unable to resolve; understand what resources are available. Accurately enter all calls into the InfoPoint ticketing system. Work closely with other team members to share information and develop solutions. Keep up to date on new HQ applications and technology and be able to troubleshoot associated problems. Maintain in depth knowledge of support resources (emails, HQNET documentation, and Call Center documentation repository). Regularly monitor systems and environmental conditions, and maintain appropriate log sheets. Routinely review Customer Contact information in InfoPoint. Escalate to appropriate resource if unable to resolve; understand what resources are available. (Correctly Assign/Re-assignment of Tickets) Routinely review HQIT Policies to ensure understanding and adherenceResponsibility 2IT Scorecard Target (8 Points) SLA (Resolve 90% of Tickets/Requests Before Due Date; (2% Re-opened Tickets (0 = Stretch Goal) > 3% of all Open are greater than 10 days (0 = Stretch) 4 or Higher on Customer Satisfaction Survey Knowledge Base Management (Update/Create 2 articles per month) Average speed to Answer > 30 Seconds Responsibility 3Customer Service Related Duties and Responsibilities Maintain a score of 4 or better on the Customer Satisfaction Surveys (Timely; Courteous; Knowledgeable; Professional) Maintain a calm, professional demeanor at all times both on and off the phone. Ask appropriate questions to be sure the user's problem is correctly understood. Explain the solution simply without being overly technical Be respectful of the user's time while on a call Follow-up with users as necessary regarding outstanding issues Escalate irate or unreasonable users to manager Responsibility 4Enforce all HQIT security policies. (Recertification; USRF; PC Cleanup/Virus) Follow all defined procedures for communicating unplanned downtime and outages. Work with manager to coordinate scheduled PTO Maintain a clean and organized workspace Respond appropriately to requests from management Arrive on time, ready and able to begin work immediately Keep UPTO to a minimum Responsibility 5 Assist in fostering a positive work environment Training new hires and Cross training current employees upon request Join meetings upon request or as needed Advise team and management of any issues that relate to customer service including feedback, trends, and problems. Ensure all problems have been properly documented and relayed to management in a timely manner Assist in maintaining and updating all departmental documents Provide assistance to team, leadership, and departments as needed Maintain Office Cleanliness (i.e. desk, garbage, refrigerator, toasters, coffee machines, microwaves, etc.) Provide any new and/or updated information to Management for Review and Approval. Qualifications Leadership Skill Requirements Maintain and Model REACH Values: (Respect, Excellence, Accountability, Compassion, Honor) . Action and Results-Oriented: Ability to establish goals and drive results amongst subordinate staff. Ability to Build Relationships: Through Integrity and Trust: Ability to quickly gain the trust and respect of others, drive collaboration, build a teamwork environment, search for the win/win scenarios. Influencing Skills: o Ability to lead using influence, rather than possessing direct authority over others. o Ability to be sensitive, yet direct in both verbal and written communications. Functional/Technical Skills Requirements: Communications: Excellent written and verbal communications skills. Ability to take abstract, complex and/or technical information and break it down for a variety of audiences in a way that is meaningful for them. Functional Oversight: Issue identification, gap analysis, ability to prioritize business needs and execute solutions. Education, Experience and Certification Requirements: Education: Requires high school diploma or equivalent. Formal classes in computer science, Microsoft products, or Customer Service are highly desirable but not required Experience:Possess a high level of customer service skill. 2+ years' experience in a customer service position; previous help desk experience is highly desirable. Some experience with AS400 systems would be helpful but is not required. Excellent interpersonal skills, communication skills, positive attitude, and the ability to interface with team members and contribute to team productivity. Ability to provide technical support over the phone; excellent phone skills, professional demeanor. Well-developed problem solving skills; able to develop creative solutions to resolve difficult or unusual problems. Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations. Ability to work responsibly with or without direct supervision. Working knowledge of Windows XP/Windows 7 operating systems and Microsoft Office suites. Meets all legal hiring criteria and must be able to provide at least two employment references. Certification: A+ Certification or higher required Environmental Factors:Factors affecting environment conditions may vary depending on the assigned work area and tasks. Potential environmental exposures include, but are not limited to: Requires remaining in the same position over long periods of time Some minor physical inconvenience or discomfort routinely present in the work situation (moderately noisy, disagreeable odors, etc.) or occasional exposure to minor injury or other occupational hazards requiring precaution. Job can be stressful when dealing with irate users or large numbers of calls/tickets in a short period of time.

Keywords: Health Quest, Danbury , Help Desk Analyst, Professions , Lagrangeville, Connecticut

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