At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.
SUMMARY OF DUTIES
The Service Desk Analyst provides support for basic incident resolution and requests reported to the division/regional Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a constructive customer conversation, accessing all available support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
Addresses and resolves basic (Tier 1) incidents and requests and when applicable addresses and resolves Tier 2 incidents and requests with quality documentation; logs all incidents and requests in Remedy; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Takes ownership of issues and actively facilitates resolution of reported incidents.
Uses the appropriate product categorization for logging incidents and requests.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met.
Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer.
Empowered to create unique customer service experiences that reflect highly on HCA.
Responsive to the expressed and unexpressed needs of our customers.
Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all HCA customers including but not limited to employees, patients, and their families.
Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
(Corporate/As Required) Follows up with other service resources involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication
is complete. Documents resolutions and updates self-help and staff knowledge bases.
Contributes to and updates self-help and staff knowledge bases.
Increases general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Uses Remedy Templates when available to ensure accurate and necessary information is obtained.
Provide on-call support as needed and/or assigned.
Build relationships with other IT&S teams through frequent constructive communication
Identifies opportunities for implementing process improvements
Adheres to and supports HCA IT&S standards, policies, and procedures.
Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
Adheres to Code of Conduct and Mission and Value statements.
Performs other duties as assigned.
Bachelor's degree preferred
3 years' of experience preferred