Overview
Honorhealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater phoenix areaThe network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation and community services with approximately 12,300 employees, 3,700 affiliated physicians and 3,100 volunteers.
Honorhealth was formed by a merger between scottsdale healthcare and john cLincoln health networkHonorhealth’s mission is to improve the health and well-being of those we serve.
As a community healthcare system, we have a unique responsibility to keep our facilities as safe as possible to protect our patients and team members while we work to achieve our mission, “to improve the health and well-being of those we serve.” therefore, honorhealth is requiring that all new hires have received the first dose of a covid-19 vaccine before they start, and be scheduled for their second doseReasonable accommodations will be considered.
Responsibilities
Job summary
The service desk analyst i answers inbound support calls, work with customers to define and document incident scope, research and troubleshoot issues to achieve first call resolution or escalate incidents when appropriate.
In addition, the service desk analyst i participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.
Provides end user application support, defines & documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate.
Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolutionReports for emergency response and perform assigned tasks.
Follows up with customers to obtain additional information and ensure incident resolution.
Utilizes application tools, assists users with access & provisioning, installs & deploys applications.
Documents and submits new content to the knowledgebase.
Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customersBuilds positive working relationships with team members, managers & all departments.
Prioritizes and responds promptly based on severity levels to needs of the customerProactively or timely recognizes opportunities for service recovery and acts to resolve issues.
Consistently lives out the commitment to the honorhealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of honorhealth: customer centered, service focused, quality driven, resource wise, and growth oriented.
Maintains a professional appearance for both themselves and their work environment.
Completes it governance & it project job assignments to ensure achievement of established project milestones.
Performs other duties as assigned.
Qualifications
Education
High school diploma or ged required
Experience
1 year relevant experienceRequired
