Coordinates and manages the Information Services Help Desk. Performs supervisory tasks and gives technical direction to help desk personnel. Regularly exercises independent judgment, as well as a high level of analytic skill in solving technical, administrative, and supervisory issues. Coordinates help desk priorities. Monitors overall progression of help desk cases; trains new employees; implements new procedures and programs; maintains up-to-date procedure manual. Creates and maintains staff schedules and on call schedules. A wide degree of creativity and latitude is expected.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .
Associates of Science in computer science, database administration, etc. or a combination of education and directly related work experience.
MCP or MCITP
CONTINUING EDUCATION & COMPETENCY REQUIREMENTS:
Completes Customer Service Training program as provided within the department. Attends training or obtains
certificates in order to remain up-to-date with current technology and programs .
Population Specific continuing competency requirements:
Four (4) years experience in information services,and Help Desk experience required.
Demonstrated skills in collaboration, teamwork and problem-solving to achieve goals
Demonstrated skills in verbal communication and listening
Demonstrated skills in providing excellent service to customers as well as teaching customer service skills to staff
Must have excellent analytic, organization and communication skills
Skilled in effectively dealing with crisis situations
Must possess good judgment and work successfully with complex data processing processes
ACCOUNTABILITIES AND ESSENTIAL JOB FUNCTIONS:
Embraces and implements Customer Service Standards including Customer’s Bill of Rights, HEART model, and the Hospital Mission statement and core values.
Supervises, evaluates, and disciplines help desk personnel on an as needed basis.
Monitors staff to ensure that they are logging all work done on a daily basis.
Completes building and maintenance of Helpdesk tables and files, checking all changes for accuracy, and keeping all system in sync
Analyzes and evaluates help desk cases and makes recommendations to reduce help line case rate.
Uses Customer Service Standards when handling issues.
Logs and tracks calls using help desk management database according to department standards
Develops training programs as needed.
Develops procedures to maintain security on interfaces.
Analyzes and tests and implements interfaces.
Trains staff on procedures relative to interfaces.
Perform other duties as assigned.
Must have regular, reliable, predictable attendance in performance of essential job functions.
During an emergency, disaster, or catastrophic event, which places life or property in jeopardy, employee may be assigned to any disaster service activity that promotes the protection of public health and safety. Assignment might require serving at a location, at times and/or under conditions that significantly differ from employee's normal work assignments. As an employee of Harrison Medical Center, employee may be directed to perform a role other than their regular job, by a superior or by law.
Harrison Medical Center - 18 months ago
Harrison is the premiere medical center of the region, serving the Kitsap and Olympic peninsulas. We’re located in picturesque Kitsap...