Help Desk Analyst - Stratford, United States - Yale New Haven Health

Yale New Haven Health
Yale New Haven Health
Verified Company
Stratford, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
Overview:

To be part of this organization, every team member should embrace the YNHHS Vision, support our Mission, and embody our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must steer our actions daily, both as individuals and professionals.

EEO/AA/Disability/Veteran

Responsibilities:
  • Customer Service
  • Provides support to YNHHS customers to resolve ITS related issues
  • Reporting and Tracking
  • Document and report all customers' problems accurately and professionally, ensuring appropriate action, and responsiveness to users.
  • Troubleshooting
  • Resolves a significant percentage of received incident tickets as observed on the Problem tracking system
  • Communication
  • Interprets customer needs using techniques of High reliability processes
  • Training and Education
  • Advances learning by attending provided In-Service Education sessions
  • Security
  • Verifies personnel access accounts and login before password changes and revokes using documented processes for verification
Qualifications:EDUCATION

High School Diploma. Bachelors in Computer Science or related discipline preferred. Comptia A+ or higher technical certification, HDI, or other customer service certification preferred.

EXPERIENCE

A minimum of one year's experience working as a help desk analyst or in a related IT field supporting business and/or clinical environments. Demonstrated customer service excellence.

SPECIAL SKILLS

Strong written and verbal communication and interpersonal skills; able to work under stressful situations and with interruptions; strong organizational, time management; customer service and problem-solving skills; Ability to provide accurate and detailed information; ability to work independently and as part of a team; ability to exercise initiative, good judgment, and discretion.

Excellent communication skills with the ability to clearly and effectively communicate with technical and non-technical audiences both verbally and in writing. Demonstrated typing skills.

PHYSICAL DEMAND

Must be flexible to work weekdays, evenings, nights, weekends, and holiday shifts when required to ensure 24X7 support coverage. Long periods of sitting at a computer workstation and speaking on the telephone via a headset with callers. Works with hardware and software tools requiring dexterity, color recognition, and eye-to-hand coordination. Must be able to differentiate audio frequencies, quickly maneuver keyboard entry and mouse movements. Frequent typing and speaking in easily understood English speech and vocal tones. Considerable mental stress depending on call volume and/or voice messages. Can be a high stress area requiring complete concentration/focus during emergency situations. May be required to work up to 50% of Health Systems holidays.

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