Help Desk II

The Help Desk Analyst II supports the functional and operational efficiency of Information Management by taking ownership of first-level customer service requests related to hardware and software. This role requires strong problem-solving, communication, and interpersonal skills, along with a patient, positive, and customer-friendly attitude in a team environment. Help Desk Analysts II are expected to be highly customer-service oriented, proactive in anticipating and resolving problems, and focused on maximizing the efficient use of computer resources. The Help Desk Analyst II also supports the business goals and objectives of the Service Desk, the Service Support Division, Information Management, and Willis Knighton Health. The Help Desk Analyst II is expected to cooperate with other personnel and work groups, pursue ongoing self-development, and demonstrate behaviors aligned with Willis Knighton Health’s Mission, Core Values, and Vision.

Responsibilities:

• Provides first-level hardware and software technical support, including password resets, in a professional and timely manner while ensuring Five-Star Customer Service for Willis Knighton Health and external customers seeking assistance through phone calls, emails, or self-service tickets.
• Provides effective Five-Star Customer Service by being polite, courteous, and friendly toward all customers at all times.
• Acknowledges customers promptly, determines their needs, and helps resolve their issues or requests.
• Participates in departmental programs that promote and deliver exceptional customer service.
• Provides customers with assistance in understanding and making appropriate use of software tools, applications, and equipment, including but not limited to Meditech Expanse, Microsoft Office Suite, and Galactica, to support end-user and customer requests.
• Answers customer questions and concerns regarding system operations and responds proactively by assessing the scope o f the p roblem and escalating the issue to next-level support when necessary.
• Determines the appropriate higher-tier or second-level support group when First Call Resolution does not occur.
• Adheres to all established Help Desk policies, procedures, and guidelines for processing, escalating, notifying, and closing customer calls.
• Fully documents all associated resolutions and actions taken in the ticketing software system, including the incident description, customer information, hardware used, troubleshooting methods performed, and actions taken through final resolution. Communicates resolution or escalation information to the customer.
• Manages Support Teams Service Desk queues to ensure customer SLAs are met.
• Follows up with internal and external support technicians, analysts, programmers, and other resources for ticket status updates.
• Facilitates knowledge sharing by creating Knowledge Base articles for Information Management support teams to use in resolving recurring issues.
• Serves as a liaison between the Information Management Department and all customers.
Performs other duties and special projects as assigned.

Requirements:

• High school diploma or equivalent.
• Excellent customer service skills
• Strong problem-solving skills.
• Ability to work effectively as a team member.
• Proficient in Microsoft applications, including Word, Excel, and PowerPoint.
Makes decisions regarding own work on primarily routine tasks.

Work Type:

• Full Time