Job details
Job type full-time
Full job description
Primary city/state:
Phoenix, arizona
Department name:
It service desk-corp
Work shift:
Varied
Job category:
Information technology
Health care is constantly changing, and at banner health, we are at the front of that changeWe are leading health care to make the experience the best it can beWe want to change the lives of those in our care – and the people who choose to take on this challengeIf changing health care for the better sounds like something you want to be part of, we want to hear from you.
Our it service desk department provides 1st level technical support via telephone, chat and a self-service portal for all computer break/fix and request issuesAs an it service desk representative you will be responsible for answering calls and chats regarding break/fix issues and requestsYou will have the opportunity to thrive in a high call volume environment, demonstrating your exceptional communication skills and teamwork abilities.
The it service desk is operated 24/7/365Employees are expected to work 40 hours weekly on 1st, 2nd, or 3rd shift, and holiday shifts, as neededNew hires will be on day shift for training (typically for 6-8 weeks), after which a more permanent schedule will be determined based on real time call demandSchedules are reviewed annually to align with call demandAn ideal candidate would possess strong knowledge as normally obtained through the completion of a bachelor’s degree with 2+ years of experience in a technology support role Candidate m ust demonstrate general knowledge of information technology and healthcareCandidate should have strong communication and presentation skills to engage technical and non-technical audiencesAs well as the ability to communicate and interact across facilities and at various levels.
Your pay and benefits (total rewards) are important components of your journey at banner healthBanner health offers a variety of benefit plans to help you and your familyWe provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.
Within banner health corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leaderWe offer stimulating and rewarding careers in a wide array of disciplinesWhether your background is in human resources, finance, information technology, legal, managed care programs or public relations, you`ll find many options for contributing to our award-winning patient care.
Position summary
This position functions as the first point of contact for customer support of it issues for all internal and banner-affiliated customersThe incumbent acts as a resource for the work group and assists in the role of answering, logging and resolving of customer issues
Core functions
1Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the service desk.
2Interacts with the customer, department and vendor support to facilitate first call incident resolutionDocuments interactions with customers using service desk and incident management systemEscalates user issues as needed by contacting the appropriate resource groupUpdates the incident tracking system as necessaryProvides updates to customers via the outgoing acd message system and web-based communication tool.
3Provides a high quality customer service experience to all customers and coworkers.
4Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality.
5Assists in developing and utilizes on-line procedures, solutions, and knowledge databasesAssists with training of peers and acts as a resource for other staff members
6This position has responsibility for multiple company information technology applications and systemsWork is performed in a fast paced multi-tasked environment where there may be conflicting priorities regarding the urgency of the issue and/or applicationThe incumbent has mid-level decision-making authority for projects and applications and works at peer level across diverse areas and multiple statesThe incumbent participates in meetings, presentations, planning sessions, implementation activities, and supports functions system wide.
Minimum qualifications
Must possess strong knowledge as normally obtained through the completion of a bachelor`s degree in computer science or related field or equivalent work experience.
Must also possess 2 or more years experience in a technology support role.
Must demonstrate general knowledge of information technology and healthcareNeeds experience in small scale project planning and reporting, either individual or teamRequires communication and presentation skills to engage technical and non-technical audiencesRequires ability to communicate and interact across facilities and at various levelsSuccessful candidate will have skills to mentor less experienced team membersAs is typical in this industry, variable shifts and hours may be required.
Preferred qualifications
Previous experience in a large volume or complex technology call or support centerPrevious experience in a healthcare or related environmentAdditional related education and/or experience preferred.
Additional related education and/or experience preferred.
