Help Desk Analyst I - Phoenix, United States - Phoenix Children's Hospital

Phoenix Children's Hospital

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Duties:

Technical Responsibilities
Diagnoses and resolves technical hardware and software issue using troubleshooting skills.
Provides complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization.
Researches issues using available information resources.
Performs continuous Ticket Triage and Routing.
Coordinates escalation of tickets internally, to other teams, and vendors.
Customer Service Skills
Answers and logs all requests for assistance in a timely, customerfocused, and professional manner using nontechnical communication that endusers can understand.
Follows IT and Hospital policies and procedures as they relate to information technology (access requests, hardware, software, etc.) and assists outside requests when necessary.
Provides stepbystep technical help, both written and verbal.
Follows through on user issues to completion.
Must be willing and able to work outside normal business hours to include night and/or weekend shifts.
Must be able to rotate and be flexible with their schedule.
Reports potential organization security risk as applicable.
Demonstrate the following competencies as a Level I Help Desk Analyst
Demonstrates how to reset an expired password for any core IT system.
Documents workflows and walks peers/managers through processes.
Demonstrates excellent customer service skills when facing challenging situations. (This will be validated by manager listening to call recordings)
Walks through the process for answering a call, identifying a user, & documenting a ticket.
Demonstrates ability to understand how to troubleshoot all PCH systems/equipment by using the system inventory listing.
Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values:

Mission
To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

Offering the most comprehensive care across ages, communities and specialties
Investing in innovative research, including emerging treatments, tools and technologies
Advancing education and training to shape the next generation of clinical leaders
Advocating for the health and wellbeing of children and families

Values

We place children and families at the center of all we do
We deliver exceptional care, every day and in every way
We collaborate with colleagues, partners and communities to amplify our impact
We set the standards of pediatric healthcare today, and innovate for the future
We are accountable for making the highest quality care accessible and affordable