Help Desk Coordinator

Associate Customer Service Center Coordinator

The Associate Customer Service Center Coordinator supports the implementation of UHS applications. Meets deadlines and ensures continued progress toward assignment completion. Shares experience with other members of team. Receives, evaluates and assigns or otherwise addresses Acute Care hospital and Corporate user requests for assistance regarding problems related to IS systems in accordance with department problem resolution and escalation protocols. Shift: 3:00pm-11:00pm Wednesday-Sunday

Key Responsibilities include:

• Researches and resolves Customer Support Center Tickets under the guidance of senior team members.
• Gathers all necessary information via on-line request form, telephone calls, facsimile, e-mail or in person.
• Escalates and communicates the problem to the appropriate IS staff.
• Documents the impact of the problem.
• Assigns a priority level and resolution target time.
• Adheres to UHS Service Level and Change Management Policies.
• Establishes and maintains regular communications with Acute Care, BH and Corporate users regarding the description and disposition of user requests for assistance, requiring normal business courtesy and decorum, telephone etiquette, and the ability to ascertain the exact nature of the problem.
• May contact Vendor personnel regarding system issues and escalating problems related to their applications.
• Working knowledge of report generator applications, Email, Windows Operating systems and Microsoft applications such as Word, Excel, etc.
• Supports the implementations of applications and assists by working in the facility Command Center or UHS Corporate to help process issues.

Qualifications Position Requirements:

• High School diploma or equivalent required
• One or more years of Help Desk Information Systems knowledge is preferred.
• Basic knowledge of support methods, practices and hardware.
• Basic Windows operating system ability.
• Knowledge of problem resolution and escalation protocols.
• Must have general working knowledge of 1st level PC support issues to affectively troubleshoot and assist.
• Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance.
• Basic knowledge of IS standards and quality management methods.

This opportunity provides the following:

• Challenging and rewarding work environment
• Growth and development opportunities within UHS and its subsidiaries
• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k plan with company match
• Generous Paid Time Off