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IT CUSTOMER SERVICE ANALYST

Cape Cod Healthcare


Location:
Hyannis, MA
Date:
04/19/2018
2018-04-192018-05-19
Job Code:
180222-50007354
Categories:
  • Customer Service
Cape Cod Healthcare
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Job Details


IT CUSTOMER SERVICE ANALYST-180222-50007354
Description
To provide first line support to the users of Cape Cod Healthcare s Information Systems
  • Maintain a current and expert level of knowledge of Information System technology as it relates to customer support services including ITIL and IT Service Management Delivery Continuous Service Improvement and a strong commitment to providing world class customer service.
  • Contribute to the efficiency and productivity of the department through continued education IT courses and or self study in the field of Information Technologies Answer all IT Customer Service Center (CSC) requests for assistance whether via phone voice mail email in person self service etc in a timely courteous and professional manner making all reasonable efforts to provide issue resolution before assigning to other IT resources.
  • Document detailed information on all user contacts using the CSC s service request incident tracking system including the nature of the reported issue request priority troubleshooting steps taken steps required for resolution and or assignment of unresolved issues to the appropriate IS Team or staff member(s) after verifying all user contact information.
  • On a daily basis: a) review all open service requests incidents initiated by you b) establish contact with the person assigned to the task to determine current status c) work with the assignee and or the user to fully resolve the request issue d) close the associated incident request task ticket(s) e) as appropriate escalate any overdue unresolved issues to the appropriate IT Manager the Manager of the IT CSC and or the Director of MIS User Services for customer follow up and issue resolution.
  • After approval from an appropriate IT Management representative provide users with instructions for configuring remote access to CCHC network resources (i e Citrix ActiveSynch connections Remote Desktop Bomgar etc ).
  • Access confidential information only when necessary while assisting users with troubleshooting software or network problems.
  • Treat all information with continued confidentiality.
  • Remove and or replace minor hardware components for users when technical support is unavailable.
  • Assist users over the phone with setup of IT related devices and audio visual equipment.
  • Schedule and track equipment loans (i e projectors and laptops) as needed. Resolve users procedural issues and or provide for their minor training needs using CCHC s PC remote control tools by connecting to the user s PC to view their actions and or assume control of their PC to help step them through the problem resolution.
  • Assist with maintaining data held within computer applications such as confidential user financial and clinical dictionaries.
  • Set up and inactivate users according to directions provided by IT Management or other authorized requestor such as HR Attend departmental meetings as required.
  • Serve on IT and or hospital committees task forces and teams as directed Assume other duties as directed.

Qualifications:
 
  • Associates Degree preferably in a Healthcare IT related field, OR;
  • Minimum of two years of experience in a technical IT related position requiring exceptional customer service skills; OR
  • One year of recent experience working at the IT Helpdesk in a Hospital Healthcare environment

Schedule Details: Varied shift coverage days, evenings, nights, weekend and holidays
Organization: Cape Cod Hospital
Primary Location: Hyannis
Department: CCH-IT - User Services
Employee Classification: Regular-Per Diem
Shift: Day/Eve/Night
Weekend Shifts: Occasional
Holiday Shifts: Occasional
Posting Start Date: Feb 23, 2018
Posting End Date: Ongoing
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