The Help Desk Analyst is responsible for providing first level problem determination and computer support to any CHRISTUS Associate. This includes supporting the functionality and operational efficiency of assigned computer information systems and services and other Information Management technology and processes. The Help Desk Analyst is also responsible for the education of customers as to the solution of hardware/software problems by answering questions, interpreting operating instructions, and providing references in the operation and administration of their systems. In addition, this person must respond promptly to customer complaints and concerns; informing the customer of Help Desk processes; referencing information and documentation, and maintaining a customer-centric focus when performing his/her functions. This position is responsible for delivering high quality, cost effective solutions for common problems to all levels of users.
The Help Analyst is also responsible for supporting the business goals and objectives for the Department, the Information Services Organization, and the organization as a whole. The Help Desk Analyst is expected to cooperate with other personnel and workgroups, to practice on-going self-development and to demonstrate behaviors that are aligned with The Company's vision, mission, and values statement.
JOB SPECIFIC ACTIVITIES: *Provide first level support and follow-up, through the Help Desk, to the CHRISTUS computer user community, regarding PCs/workstation operations, hardware components, and software applications on multiple platform environments. This includes having the ability to guide a non-computer literate customer in determining their true issue. *Analyze and resolve calls, for assistance, on software applications, hardware and network technologies in a professional and timely manner. Guide and assist customers in following established procedures for requesting equipment or software installation or relocation, sign-on or programming changes. Assess the nature and complexity of calls. Escalate calls when necessary to appropriate support analyst. *Responsible for interviewing the customer while analyzing the customer's request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the customer. *Document fully all associated resolutions/actions taken in the ticketing software system; including description of incident, tests performed and results and final resolution. Also responsible for determining second level support group responsible, if resolution does not occur. Adhere to all established Help Desk polices and procedures for processing, escalating, notifying and closing calls. *Mentor new Help Desk Associates. Assist in training new Associates in Help Desk policies and procedures. *Maintain technical and operational knowledge of all assigned business, clinical, and desktop applications as well as network systems on multiple platforms supporting the organization. This includes a comprehensive knowledge of all available resources for providing first call resolutions. *Assist senior analysts in testing and evaluating new products and technologies. *Serve as a liaison between Information Management Department and all customers. *Assist Information Management staff, Help Desk staff and customers in following established support procedures. Provide customers with assistance in understanding and making appropriate use of software tools. *Provide input in producing and maintaining technical documentation on assigned systems. *Maintain on-line Help Desk team web page with current outages, scheduled events, on-call schedules and other documentation. *Maintain and demonstrate good teamwork on assigned projects through actions and job performance. *Provide effective Customer Service by being courteous, polite and friendly toward others at all times. Acknowledge customers immediately in order to determine need and help the customer resolve issue or request. Participate in departmental programs that promote and deliver exceptional customer service. *Perform other duties and special projects as assigned by the Help Desk Supervisor.
*High school equivalency required. *Two years completed coursework in Computer Science or programming or equivalent experience required. *Knowledge of basic PC skills, familiarity with computer technologies, network environments and activities. *Good typing skills a minimum of 40 wpm required *Strong oral and written communications skills-- minimum passing grade of 80 on basic office grammar test *Problem solving skills *Patience, strong customer service skills *Multi-tasking ability *Time management *Detail oriented *Interpersonal skills
B. Experience *Two years Help Desk or Computer Troubleshooting experience required. C. Licenses, Registrations, or Certifications: *None
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.