Help Desk Support - Int, IS Enterprise Services, FT
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POST DATE 9/13/2016
END DATE 10/19/2016
JOB DESCRIPTIONAPPLY JOB DESCRIPTION:
As an Intermediate, Service Center Analyst, this position is responsible for providing "Tier 2" support to the Norton Healthcare internal customer base. The Intermediate Service Center Analyst will seek to provide first call resolution for general office application issues, NHC custom or business applications issues, security access requests, and provide first contact support for NHC EMR System. The Intermediate Service Center Analyst is required to respond to customers via phone or email and work to resolve issues leveraging standard tools and procedures. The position is expected to resolve end user issues, provide timely documentation for all calls, and escalate issues when appropriate. The Intermediate Service Center Analyst is an escalation point for more complex issues then the Tier 1 support and will leverage server and application administrative tools with escalated privileges to resolve user issues. This position is designed to work as directed by the ESS Supervisor and may receive direction from Senior Service Center Analysts when needed. Intermediate, Service Center Analyst are expected to consistently maintain or exceed service metrics set by the Enterprise Support Services leadership.
One year in a call center environment
Support Center Analyst (HDI) Must obtain Support Center Analyst (SCA) credential within 120 days of hire.
Microsoft Certified Professional
Microsoft Certified Solutions Expert
SCREENING REQUIREMENTS MAY INCLUDE VERIFICATION OF EDUCATION, LICENSE OR CREDENTIALS.
Norton Healthcare is an Equal Opportunity Employer M/F/Disability/Veteran/Sexual Orientation/Gender Identity