Help Desk Analyst

Krasan Consulting Services; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Krasan Consulting Services is seeking a System Analyst II to support the Hospital Information Systems Customer Service Team. The role assists in processing issues reported to the Bureau's Help Desk via calls, walk-ins, voice mails, faxes, and emails, escalating where needed.

Responsibilities include logging and tracking requests, evaluating issue severity, resolving on the phone when possible, and ensuring follow-up to confirm resolution.

Qualifications

• Strong customer focus and excellent communication are required.
• Experience in a Help Desk environment with ticket logging and issue tracking.
• Ability to follow defined procedures and contribute to process improvements.

Responsibilities

• Provide friendly and efficient Customer Service.
• Provide clerical, administrative, and organizational support as authorized by the Help Desk Manager.
• Maintain Help Desk Manuals, update contact/location sheets and compile support policies.
• Answer, log, and track issues/requests; evaluate severity; resolve over the phone when possible.
• Assign calls to appropriate queue and follow up with customers to confirm resolution.

Skills

Strong customer focus

Excellent communication skills

Help Desk experience

2+ years' experience in a Help Desk

Attention to detail

Ability to follow procedures

Education

Associate degree or 2 years of college level courses

2+ years' work experience in a Customer Service and/or Information Technology environment

A+ Certification preferred

Work experience in a health care environment preferred

Tools

Remote control tools

Job description

This position must meet all the requirements of a System Analyst II as well as specific detailed functions explained below in the qualifications section for the HIS department. Supports the Hospital Information Systems Customer Service Team in projects and assists in processing issues reported to the Bureau's Help Desk via telephone calls, walk-ins, voice mails, faxes, and emails- escalating issues through proper channels.

JOB DUTIES

1. Provide friendly and efficient Customer Service.
2. Provide clerical, administrative, and organizational support as authorized by the Help Desk Manager.
3. Maintain Help Desk Manuals, updating contact and location sheets and compiling support policies and procedures as needed by Help Desk Manager.
   1. Answer, log, and track issues/requests as received.
   2. Evaluate the severity of the customer's issue or request.
   3. Attempt to solve problems over the phone whenever possible and practical
   4. Assign calls to appropriate individual(s) or queue based upon information gathered.
   5. Follow up with customer to confirm that: issues have been resolved in a satisfactory manner or; communicate what action(s) have been taken to reach a resolution.
4. Function as a team player.

QUALIFICATIONS

1. Strong customer focus and excellent communication skills
2. Must, possess an Associate Degree or 2 years of college level courses
3. Must possess 2 +years' experience working in a Help Desk environment
4. Must possess experience utilizing remote control tools in an effort to resolve problems
5. A + certification preferred
6. Work experience in a health care environment is preferred
7. Must demonstrate the ability to pay close attention to detail
8. Ability and willingness to follow procedures and contribute to improving processes

EDUCATION

1. Associate degree or 2 years of college level courses
2. Minimum of 2 years' work experience in a Customer Service and/or Information Technology environment
3. Work experience in a health care environment preferred
4. A+ Certification preferred

Physical and Environmental Demands

This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

For purposes of the American with Disabilities Act, "Typical Duties" are essential job functions.