What are the responsibilities and job description for the Help Desk Analyst position at UMRF Ventures Inc.?
Job Title:Help Desk Analyst
Department/Group: Business Division A / Methodist
Reports to: Project Manager MLH
Classification Part-time (hourly) non-exempt
Role and Responsibilities
The Help Desk Analyst will support Methodist Le Bonheur Healthcare IT, providing phone-based customer service for password management and user account issues. They must follow guidelines to protect Methodist systems from unauthorized access while managing identities and access rights.
Key Responsibilities:
- Communicate effectively with clients, coworkers, and leadership to ensure clear and efficient information exchange.
- Troubleshoot client account issues using available resources and provide timely resolutions.
- Document all calls and interactions within the online ticketing system accurately.
- Deliver high-quality customer service to clients over the phone, ensuring their needs are met.
- Provide secure and professional support for password resets and account unlocks, adhering to security protocols.
Key Accountabilities:
- Complete the verification process for assisting with password resets and account unlocks.
- Ensure compliance with MLH security policies and procedures in all interactions with users.
- Collaborate with other help desk team members to resolve users’ issues.
- Maintain KPIs to ensure the highest quality of service.
- Adhere to UMRF Ventures policies and procedures.
Competencies:
- Communication skills
- Written and verbal
- Drive for results
- Problem solving
- Attention to detail
- Multitasking
- Technical knowledge and learning
- Windows operating system and MS Office applications (Outlook, Teams, etc.)
- Excellent typing skills
Qualifications and Education Requirements:
- Currently enrolled college student
- Customer service experience preferred