HCA, Hospital Corporation of America Senior Service Desk Analyst in San Antonio, Texas
Why work for HCA IT&S? * For the eighth consecutive year, in 2016, HCA’s Information Technology & Services was recognized as one of the/Top 100 Best Places to Work in IT/by_Computerworld_Magazine. * * *HCA has been recognized by the Ethisphere Institute as one of the World's Most Ethical Companies. * * *You can be a part of a fast growing Fortune 79 company.
SUMMARY OF DUTIESThe Senior Service Desk Analyst provides support for basic and complex incident resolution and requests reported to the division service desk. Responsibilities include the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. The Senior Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and engaging other service desk analysts or appropriate 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.
DUTIES INCLUDE BUT ARE NOT LIMITED TO * Addresses and resolves basic and complex incidents and requests; enters quality information into logs and appropriately captures data; Completes follow-up and follow-through on all calls. * Manages all incidents and requests to ensure that root cause analysis is completed by a service resource, if required. * Ensures the end-to-end customer experience and provides a single point of contact for the customer * Uses the appropriate CTI categories for logging incidents and requests. * Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures. * Identifies, evaluates, promotes, and implements customer support best practices. * Provides after hours and on-call support, as needed. * Mentors, supports, and cross-trains other service desk analysts. * Grows deeper knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. * Engages other service resources to resolve incidents that are beyond the scope of their ability or responsibility. * 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. * Builds strong relationships within IT&S by working across organizational boundaries to resolve customer incidents and requests. * Identifies and analyzes trends in incidents and requests, and provides feedback to more senior personnel, if warranted. Provides after hours and on-call support as needed. * Adheres to the Code of Conduct and Mission and Value Statements * Maintains and protects confidentiality with regard to all aspects of patient care and employee information. * Performs other duties as assigned * /LSC Job Responsibilities:/ o Provisions, maintains and removes security privileges for users of HCA systems. o Participates in development/review of division security processes/procedures under supervision of Service Desk Management. o Works with the division Service Desk and provides necessary security/tier 2 support. o Works with members of the desktop/network teams and other workgroups within IT&S on projects and initiatives as needed. o Provides training and support to other staff members both LSCs and blended LSCs from the Service Desk. o Provides input as needed at the enterprise level for future security related topics and training.
KNOWLEDGE, SKILLS & ABILITIES*Required*:
- Possesses broad knowledge of Corporate, Division, and Facility-specific applications, technology and terminology.
- Has ability and desire to learn customer support processes and techniques.
- Demonstrated ability to work without supervision.
- Demonstrated analytical skills and ability to solve problems.
Competency in MS Office Suite, call center tracking tools
Demonstrated proficiency in use of call center tracking tools.
- Prior experience supporting application software with customers.
- Customer service orientation and/or training.
- Strong understanding of HCA security-related procedures. EDUCATION
- Bachelor's degree preferred. EXPERIENCE
- One to four years work experience in IT customer support arena.
- Two or more year's operational experience in healthcare line of business.
Title: Senior Service Desk Analyst
Location: Texas-San Antonio-San Antonio Division Office
Requisition ID: 25388-72121