Service Desk Technician

Division: Eskenazi Health


Sub-Division: Hospital


Req ID: 26417


Schedule : Full Time


Shift : Varied (Evenings/Nights)


Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Non-Exempt

Job Role Summary

The Service Desk Technician is the first point of contact for internal customers, as well as hospital patients, to report incidents, problems and or requests. As such, excellent customer service, accurate documentation, thorough analysis, as well as empathy and a calm demeanor, are critical to ensuring quick resolution, and appropriately de-escalating customer concerns and encouraging confidence in our services. This role serves as the primary point of initial troubleshooting for all reported incidents and problem, and is expected to provide resolutions whenever possible. The Service Desk Engineer works in close collaboration with the Information Systems team(s) to ensure the continuity and efficacy of customer service through the support request process.

Essential Functions and Responsibilities

• Provides first-line, technical support for customers and patients, addressing basic customer support issues such as general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural "how-to" questions, etc.
• Utilizes Resource Central to manage workload, document, analyze, troubleshoot, resolve, and escalate issues called into the Service Desk, as well as ticket submissions placed via the Self-Service Portal
• Assists Eskenazi Health patients with configuring MyChart. Provides assistance, such as password resets, to patients over the phone
• Acts as liaison between hospital staff, vendors and end-user
• Communicate effectively with department personnel/all levels of personnel throughout the organization
• Performs best effort level troubleshooting on reported incidents and problems to prevent ticket escalation
• Provides correct and current 10 digit contact number and email address in all tickets
• Must answer calls within 2 rings to your extension, when not already on a call
• Create a ticket, in Resource Central, for every new call received
• Provides status updates to end users on existing tickets
• Maintains complete and accurate documentation in tickets, including record updates, in Resource Central, for every call regarding an existing open ticket with details of the discussion regarding each additional call
• Maintain accuracy and "on time delivery" of any assigned reporting
• Report any discrepancies, in assigned reporting, to management
• Escalate tickets to the appropriate resolver groups, as according to published Knowledge Base articles or specific organizational knowledge
• Knowledge of Active Directory and resetting passwords
• Must communicate possible system degradation to appropriate oncall Support Group
• Utilizes Standard Operating Procedures to communicate the status of Problems and Service Interruptions to the organization

Job Requirements

• Associates degree in Computer Science/Technology with 2 years strong customer service experience required.
• In lieu of educational requirement, high school diploma and 4 years solid helpdesk experience required

Accredited by The Joint Commission and named one of the nation's 150 best places to work by Becker's Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America's best midsize employers' Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the first verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care - Center of Excellence in Women's Health, just to name a few.