IS Support Analyst I-Full Time Job at Mary Washington Healthcare
Start the day excited to make a difference…end the day knowing you did. Come join our team.
Job Summary:
The Helpdesk Analyst is responsible for answering incoming calls from customers and resolves technical issues, while ensuring a high level of customer service and maximizing productivity; works with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and customer focus.
Essential Functions & Responsibilities:
- Answers resolves inbound incidents at a large corporate help desk in a high-volume call center environment that operates 7 days a week.
- Manages the resolution of inbound incidents, balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
- Translates complex, technical concepts into easy to understand language to assist non-technically oriented customers
- Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a Windows and Apple environment, offering a variety of level 1 solutions over the phone.
- Uses remote control tools to assist customers when needed.
- Troubleshoots corporate applications with the use of a Knowledge Base and assigns issues to the appropriate support group as needed; provides feedback on technical documentation for publication in Knowledge Base
- Monitors the help desk queue and ensures tickets are resolved before the exceeded target completion date/time, or to the customer's satisfaction.
- Accurately and efficiently records all interactions with customers in an incident management tracking tool. Anticipates customer needs and proactively identifies solutions
- Meets or exceeds statistical metrics regarding ticket and call quality (accuracy), first call resolution, schedule adherence, average speed to answer, abandon call rate, and call handle time. Escalates high priority, high impact issues to the internal support teams.
- Participates as a team member with management, other team members, and end-users on projects as needed.
- Participates in system upgrades and implementations by monitoring support systems, testing functionality and interfaces, collaborating with partners to identity and document processes and proactively mitigating issues
- Provides rotational 24x7 support to include work nights, weekend and/or holidays as needed.
- Performs other duties as assigned.
Qualifications:
- Associates Degree preferred.
- Relevant industry certifications preferred.
- Experience translating clinical and business work flow to IT requirements required.
- Experience in the use of desktop and mobile operating systems and productivity software required.
- Basic knowledge of technical requirements and support of PCs, desktop devices and mobile devices peripherals required.
- Working knowledge of using remote control tools for assisting users, troubleshooting and resolving problems preferred.
- Software and hardware deployment experience preferred.
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.