Help Desk Analysts are the front line contact with the user community. Help Desk Agents are responsible for responding to problems/requests about business applications and IT related hardware from Catholic Health Services employees. The Help Desk Agent will gather all necessary information to resolve the user’s problem/request during the initial contact with the user. The Help Desk Analyst will also answer "how to" questions and solve problems that do not require an extensive time commitment (generally less than 10 minutes).
Provides excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations.
Works with Catholic Health Service employees to collect information pertaining to requests / problems. Receives calls and logs tickets into HEAT. Ensures proper documentation of problems, requests, and issues. Performs a preliminary analysis of user requests / problems to determine category and priority. Documents all troubleshooting efforts on problem tickets.
Analyst will be logged in and focused on user’s real time problem resolution. Maintains a readiness position at least 80% of each work shift while logged into the telephone ACD queue. Logs in promptly at designated work hours.
Resolve tickets as capable and closes tickets in HEAT. May close tickets and notify users as requested by Help Desk Support or Senior Support Analysts.
Works independently and maintains a high degree of professional conduct at all times. Exhibits leadership qualities in daily responsibilities.
Conducts himself/herself in conformity with all Compliance Assurance Standards and Maintains a supportive attitude toward the mission and goals of Catholic Health Services.
Plays an active role in the CHS information security awareness program by following and supporting all CHS information security policies and procedures to the best of their ability. This will include reporting any suspected fraud, abuse, or violation of policy to the appropriate management or reporting mechanism.
Maintains competency by participating in continuing education and seminars specific to job responsibilities within CHS IT. Attends scheduled training and completes self-study courses. Acts as a technical resource to newer advocates. Assists in training newer advocates.
Performs related duties as assigned and unrelated duties as requested.
Shift hours vary. Job requires working scheduled weekends and holidays.
Education, Training, and Experience:
- Computer related courses at a certified career center. Degree in Information Systems/Computer Science desired.
- Ability to troubleshoot common technical problems.
- Ability to work well with others.
- Excellent customer service skills.
- Excellent verbal and written skills.
- Working knowledge of popular Microsoft applications as well as IBM compatible desktop computers.
- Previous Help Desk or Customer Service experience.