Customer Service Center Coordinator (Help Desk)

Help Desk TechnicianHeadquartered in King of Prussia, PA, Universal Health Services, Inc. is one of the nation's largest and most respected providers of hospital and healthcare services. The Help Desk Technician supports the implementation of UHS applications. Meets deadlines and ensures continued progress toward assignment completion. Shares experience with other members of team. Receives, evaluates, resolves and assigns or otherwise addresses Acute Care hospitals, BH facilities and corporate user requests for assistance regarding problems related to IS systems in accordance with department problem resolution and escalation protocols. Key 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 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 issues and escalating problems related to their applications. Advanced knowledge of report generator applications, Email, Windows Operating systems and Microsoft applications such as Word, Excel and applications and systems used in the healthcare industry. Maintains Service Excellence principles. Prepares and submits status reports to supervisor as required. Keeps management well informed of activities, needs, problems. Performs other tasks as required by management.Qualifications Position Requirements: High school diploma or GED required. One or more years of Information Systems experience. Intermediate to advanced knowledge of support methods, practices and hardware. Advanced Windows operating system ability. Proven knowledge of problem resolution and escalation protocols. Must exhibit working knowledge of 1st and 2nd level PC support issues to affectively troubleshoot and assist end users or other technicians. General familiarity with a variety of enterprise level applications including clinical and financial systems. Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance. Experienced knowledge of IS standards and quality management methods.Available Shifts: 3:00pm-11:00pm Wednesday-SundayThis 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