Analyst 1, IT Service Center (Per Diem) bei Cape Cod Healthcare, Inc.

%3Cdiv style=%22border-width:100%;direction:ltr;%22%3E%3Cdiv style=%22direction:ltr;margin-left:0in;margin-top:0in;width:6.6041in;%22%3E%3Cdiv style=%22direction:ltr;margin-left:0in;margin-top:0in;width:6.6041in;%22%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E1. Provide excellent customer support for CCHC staff requests for assistance, via multiple delivery channels ( phone / voicemail, self-service portal or email ) Contribute to meeting or exceeding key team metrics including but not limited to call acceptance, average speed of answer and average open to close measures. Leverage knowledge documentation to troubleshoot common application and desktop technology issues and requests.%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E2. Document detailed information on all user contacts using the SC’s service request/incident tracking system, including but not limited to the nature of the reported issue/request, priority, troubleshooting steps taken, steps required for resolution, and/or assignment of unresolved issues to the appropriate IT Team or staff member(s), after verifying all user contact information. Utilize remote control and other tools to resolve issues or capture useful data for tier2 support.%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E3. Facilitate major incident processes when system problems occur. Activities include but are not limited to logging an incident, determining problem severity (or request manager assistance) and activation of major outage protocols including technical escalation (internal and vendor), management communication and end user notification / status updates. Utilize standard communication protocols for email and PC broadcast messaging. Document detailed information relating to the incident.%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E4. Maintain a current level of knowledge and proficiency with Information System technology as well as ITIL and general IT Service Management practices. Participate in knowledge sharing sessions, courses, self-study and knowledge articles to maintain current with support changes.%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E5. Access confidential information only when necessary while assisting users with troubleshooting software or network problems. Treat all information with continued confidentiality and provide guidance for disposal of data.%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E6. Assume other duties as directed.%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3EConsistently deliver service excellence to all patients, family members, visitors, volunteers and co-workers in a manner that reflects Cape Cod Healthcare’s commitment to CARES: compassion, accountability, respect, excellence and service.%3C/span%3E%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E
%3Cdiv style=%22border-width:100%;direction:ltr;%22%3E%3Cdiv style=%22direction:ltr;margin-left:0in;margin-top:0in;width:6.5in;%22%3E%3Cdiv style=%22direction:ltr;margin-left:0in;margin-top:0in;width:6.5in;%22%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E· Associates Degree, preferably in a Healthcare IT-related field, OR;%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E· Minimum of two years of experience in a technical IT-related position requiring exceptional customer service skills, OR;%3C/span%3E%3C/p%3E%3Cp style=%22color:black;font-family:%26quot;Times New Roman%26quot;;font-size:11.0pt;margin:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:16px;%22%3E· One year of recent experience working at the IT Helpdesk in a Hospital/Healthcare environment.%3C/span%3E%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E Jetzt bewerben