Help Desk Analyst

This job posting is no longer active.

New Haven, CT
Apr 26, 2019


Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.


Documents reported problems in IT tracking system and provides first level support to customers. Provides exceptional customer service and is able to multitask. Analyzes reported problems and assigns a severity based on department service levels. Troubleshoots problems in system applications and standard workstations. Communicates status of open problems to clients and escalates issues as required. Maintains current knowledge in hardware, network, and software used in the organization. Has a good understanding of network infrastructure and network topologies.

  • 1. Customer Service
  • 1.1. Provides support to YNHHS customers to resolve ITS related issues
  • 1.2. Answers calls within three (3) rings 90% of the time as observed by manager
  • 1.3. Handles a minimum of 95% of presented calls directed by ACD and demonstrated on the ACD historical reports
  • 1.4. Answers the incoming phone calls following standard greeting format.
  • 1.5. As assigned, manages the Help Desk mailbox by creating incident tickets and responding to customer inquiries.
  • 1.6. Follows up with customers on severity level one and two problems to ensure customer satisfaction as observed by manager and documented by email and ticket
  • 1.7. Maintains a customer satisfaction score of 4.5 as determined by customer stisfaction survey reports.
  • 1.8. Monitors the ticket tracking queue and personal assignment queue and reacts as needed to insure that all assigned tickets are handled by the end of the shift.
  • 1.9. Maintains a score of 80% or higher on call recording review evaluations.
  • 2. Reporting and Tracking
  • 2.1. Document and report all customers' problems accurately and professionally, ensuring appropriate action, and responsiveness to users.
  • 2.2. When appropriate, triage calls according to severity levels and assign to appropriate personnel as evident by tracking system.
  • 2.3. record resolution information accurately to insure that the information is meaningful to the cusotmer.
  • 2.4. Document all troubleshooting steps and details fo the customer interaction in the tracking database.
  • 2.5. Accurately process work orders with appropriate task assignments and attached relevant documents.
  • 2.6. Insure that all customer profile information is updated each time they call.
  • 2.7. Insure that all required information is incuded in the ticket including phone number, location, site and room number.
  • 2.8. Insure that the business impact and urgeny follows the documented priority matrix.
  • 2.9. Uses all troubleshooting tools available to resolve issue or provide additional information in the ticket.
  • 3. Troubleshooting.
  • 3.1. Resolves 50% of received incident tickets as observed on Problem tracking system
  • 3.2. When required, assigns problem ticket to second level support in order to expedite problem resolution as noted in the problem tracking database
  • 3.3. Manage escalated problem tickets based on query of tracking database
  • 3.4. Provides first level support for IT services as noted on tracking system.
  • 3.5. Provides first level support in network related issues (e.g., mapping network drives, password resets, unlock disable accounts, print queues/servers startup, etc).
  • 3.6. Guides customer in performing necessary procedures to check performance of hardware and software and documents process as noted in tracking system
  • 3.7. Uses technical skills and seeks guidance to assist in the resolution of routine to complex issues
  • 3.8. Utilizes Cypress to identify printing problems and reroute them to backup as required based on documented procedures
  • 4. Communication
  • 4.1. Interprets customer needs using techniques of High reliability processes.
  • 4.2. As assigned, responds to customer emails from Help Desk Mailbox and documents ticket.
  • 4.3. Communicates details of system issues to tier two, duty officer and other appropriate staff as needed.
  • 4.4. Communicates work order details to customer once work order is submitted
  • 4.5. Follows up with customers to insure satisfaction once issue is resolved.
  • 4.6. Monitors Help Desk ticket queue and handles issues as necessary.
  • 4.7. Understands service desk priorities and objectives and takes on active role in accomplishing these objectives with team.
  • 4.8. Effectively gathers and shares information with colleagues.
  • 5. Training and Education
  • 5.1. Advances learning by attending provided In Service Education sessions
  • 5.2. Advance knowlede in Epic bu reaching credentialed status when required.
  • 5.3. Completes Gaps analysis and learns through provided feedback.
  • 5.4. Identifies learning opportunities based on incoming inicidents.
  • 5.5. Shares knowledge with peers through the submission of Knowledge aticles.
  • 5.6. Shares knowlege with peers through venues such as in -service, email communication and staff meeting discussions.
  • 6. Security
  • 6.1. Verifies personnel access accounts and login before password changes and revokes using documented processes for verification.
  • 6.2. Reports and incident of HIPAA violation to OIS including reports of sharing login and password credentials.
  • 6.3. Insure that Identity verification method is documented in every ticket where password resets are requested.
  • 6.4. Insure that unapproved patient identifiable information is not included in ticket information.

    Other information:


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


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


    Strong written and verbal communication and interpersonal skills; able to work under very stressful situations and with interruptions; very good organizational, time management; customer service and problem solving skills; Ability to provide accurate and detailing 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.

    Follows all documented processes. Following all documented role standards. Projecting empathy to the caller?s situation and maintaining a positive experience for the caller. Ensures clear and accurate documentation for all cases.

    Position required multitasking, solving technical and application problems within SLA, the ability to anticipate potential issues and working in a stressful environment.

    Must be flexible to work week days, evenings, nights, weekends and holiday shift(s) when needed 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 amount of mental stress depending on amount of 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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    Job Info

    Job: 7396

    Department: ITS Help Desk and Training
    Category: Info Tech Svc (its)
    Status: Full Time
    Shift: EVENINGS
    Hours: 40.00

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