Helpdesk Analyst

PURPOSE STATEMENT   

The Help Desk Analyst is responsible for first line triaging and prioritizing all Information Technology (IT) service requests within a healthcare provider system. Serves as a frontline troubleshooting support to achieve first call resolution. Assistance may include telephone, online, or in-person interactions. Help Desk analysts work closely with systems administrators and application analysts to monitor system performance issues and notify end-users of any downtime.  

ESSENTIAL FUNCTIONS

• Deliver a Tier 1 support service via the Helpdesk, receiving incidents and service requests from various routes including telephone, web, and chat.
• Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer enquiries in a timely and efficient manner.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• Execute transactions as per prescribed guidelines and timelines.
• Ensure customer/user confidentiality and data protection at all times.
• Provide first-line support for clinical workstations, badge readers, printers, scanners, and peripheral devices.
• Support clinical application logins and password resets for EHR and ancillary systems.
• Maintain service excellence with a focus on response time, first call resolution, and clinical impact reduction.
• Maintains regular and predictable attendance.
• Performs other essential duties as assigned.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

• High school diploma or equivalent.
• Minimum of 12-18 months of Helpdesk or Service Desk experience required.
• Experience working with various Helpdesk applications.
• Must possess a basic understanding of ITIL practices.
• Possess an understanding of data privacy, confidentiality, and security best practices in healthcare systems preferred.
• Working knowledge of HIPAA regulations and handling of Protected Health Information (PHI) preferred.
• Excellent customer service and phone skills.
• English sufficient to provide and receive instructions/directions.
• Excellent communication skills - both written and verbal.
• Willingness to work in a 24/7 healthcare environment.
• Must be self-motivated and have the ability to work within the established policies, procedures and practices prescribed by the hospital/clinic. 

PHYSICAL/MENTAL REQUIREMENTS

• Must be able to sit and stand intermittent 8 to 10 hours a day.
• Must be able to use standard office equipment, including the telephone and computer keyboard.
• Continuously works under pressure of near 100% accuracy while meeting inflexible deadlines.
• Continuously utilizes manual/bi-manual dexterity, near vision, speech, and hearing.
• Frequently stands, walks, sits and utilizes eye/hand coordination and color definition.
• Occasionally reaches above shoulder, regularly required to lift and/or carry up to 25 lbs.
• Occasionally walks on uneven surfaces.