Job Information
MERCY HEALTH CORPORATION Service Desk Analyst in JANESVILLE, Wisconsin
JOB REQUIREMENTS: Overview First point of contact with the IS department for all customer support contacts. Excellent customer relation and organization skills are a must. The position requires excellent phone etiquette and the ability to work with frustrated customers. Position focuses on providing courteous and effective support to users of MHS Information Systems, primarily over the telephone or via email. Responsibilities are centered on providing password assistance, application, basic hardware and software support to end users. This includes monitoring system consoles, error messages, failures, and network malfunctions. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give in person, hands-on help at the desktop level. Performs other duties as assigned. Responsibilities Essential Duties and Responsibilities Primary responsibilities include:- Providing phone and email support to end users for hardware and software failures- Assisting end users with using the Epic EMR and other enterprise applications- Responding to service requests, including password resets or system access requests- Prioritizing incidents based on end-user urgency and organizational impact- Escalation of issues within the department as needed- Ownership of incidents to ensure timely incident resolution- Management of end-user relationships to ensure user satisfaction- Accurately logging incident details and documenting resolutions- Remotely connect to end user workstations to aid in troubleshooting of issues as needed- Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels- Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training. Occasional travel to other Mercy locations is required Culture of Excellence Behavior Expectations To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows... For full info follow application link. EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/14F1FDFD65874C24