Responsibilities

We are seeking an adept and dedicated individual to join our Hospital IT team as a Help Desk Analyst. In this pivotal role, you'll lead technical support efforts for hospital staff, vendors and external medical offices, ensuring the uninterrupted operation of our digital infrastructure. As Help Desk Analyst, your responsibilities span resolving IT issues, managing user accounts, maintaining a knowledge base and delivering responsive support via email, chat and phone. Additionally, you'll oversee system maintenance and uphold continuous improvement initiatives to elevate our IT support services.

Essential Functions:

• Customer Service Focus: Deliver exemplary technical support to hospital staff, vendors and external medical offices, swiftly resolving a diverse array of IT-related issues while adhering to industry best practices. Your adeptness in troubleshooting will minimize disruptions and enhance productivity across our user base. Handle inquiries via email and chat channels with grace and efficiency, ensuring timely resolution and user satisfaction. Triage and/or resolve technical support-related telephone calls, email and personnel requests.
• Ticket Management: Efficiently prioritize and manage support tickets through our robust ticketing system, focusing on issues critical to patient care and operational continuity. Thorough documentation of interactions and resolutions, will facilitate knowledge sharing and drive continuous improvement in IT support services.
• Maintaining Knowledge Base: Continuously enrich our knowledge base with updated troubleshooting guides, FAQs and best practices to empower users and streamline issue resolution. Proactively identify recurring issues and implement effective strategies, adhering to industry standards and compliance requirements.
• User Account Management: Take ownership of user account administration tasks, ensuring accuracy and compliance in adding, removing and updating accounts. Uphold the integrity of our IT systems and safeguard patient data through meticulous account management practices.
• Continuous Improvement: Stay abreast of emerging technologies and industry trends to drive ongoing enhancements in IT support services. Participate in collaborative efforts to identify opportunities for process improvements and implement innovative solutions to elevate overall operational efficiency.
• Log all calls into the service desk management system (Cherwell) and ensures all unresolved calls are forwarded to the appropriate personnel.
• Monitor and respond quickly to incoming requests related to IT issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Assist with on-boarding of new users and modification to user account access.