This position functions as the first point of contact for customer support of IT issues for all internal and Banner-affiliated customers. The incumbent acts as a resource for the work group and assists in the role of answering, logging and resolving of customer issues
Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the Service Desk.
Interacts with the customer, department and vendor support to facilitate first call incident resolution. Documents interactions with customers using Service Desk and Incident Management system. Escalates user issues as needed by contacting the appropriate resource group. Updates the incident tracking system as necessary. Provides updates to customers via the outgoing ACD message system and web-based communication tool.
Provides a high quality customer service experience to all customers and coworkers.
Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality.
Assists in developing and utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members
Must possess strong knowledge as normally obtained through the completion of a bachelor's degree in computer science or related field or equivalent work experience.
Must also possess 2 or more years experience in a technology support role.
Must demonstrate general knowledge of information technology and healthcare. Needs experience in small scale project planning and reporting, either individual or team. Requires communication and presentation skills to engage technical and non-technical audiences. Requires ability to communicate and interact across facilities and at various levels. Successful candidate will have skills to mentor less experienced team members. As is typical in this industry, variable shifts and hours may be required.
Previous experience in a large volume or complex technology call or support center.Previous experience in a healthcare or related environment.Additional related education and/or experience preferred.
Additional related education and/or experience preferred.
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.