Provides first-level response to customers including phone, portal and other modes of incoming contacts to provide resolution of technical problems, application support, work flow and information technology issues for customers. Provides timely resolution of complex issues/problems or escalates issue on behalf of customers to appropriate support teams, if necessary.
Utilizes a broad range of experience and expertise in application, operating system and network troubleshooting. Addresses full range of customer needs around IS applications and technology. May be a point of contact to provide guidance to Service Desk Specialists. Subject matter expert in particular applications/technology.
Provides customer service and technical support across Service Desk tier support to end users and customers via incoming calls, portal, and ITSM tickets. Works with the Service Desk Leadership Team to ensure that world class standards of customer service are followed.
At the direction of the Service Desk Leadership team, promotes quality management, process improvements, knowledge, and may assist with training. May be required to provide floor support and major incident support as needed at the direction of the leadership team.
Bachelor's Information Services Required Or equivalent education/experience
6-9 years Experience in a service desk environment as would typically be acquired in 6 to 9 years. Required
6-9 years Healthcare information technology industry experience preferred. Preferred
6-9 years Demonstrated experience in supporting applications and/or technology via phone, email, or chat. Preferred
6-9 years Experience with the electronic health record in areas such as: build, configuration, master file maintenance (procedures, medications, decision support), and administration desired. Preferred