Help Desk Analyst

Position Details

Department: PCH-MAIN | IT Customer Service
Category: Information Technology
Location: Phoenix
Employee Type: Regular
Posting #: 392894
Posted On: 5/11/2018

Position Summary

The Help Desk Analyst is the first point of contact for the hospitals computer users seeking assistance with technical questions. The Help Desk Analyst will provide excellent customer service while triaging and documenting the needs of the requestor. Follows all issues from request to confirmation of resolution, fascilitating with excellent communication with other IT staff, as well as the requestors. The Help Desk Analyst must be willing and able to work outside normal business hours to include night and/or weekend shifts. Coordinates with other Information Technology areas to resolve problems, as necessary.

Position Duties

  1. Answer and log all requests for assistance in a timely, customer-focused and professional manner using non-technical communication that end-users can understand.
  2. Follows IT and Hospital policy and procedure as it relates to information technology (access requests, hardware, software, etc) and assist outside requestors when necessary.
  3. Follows requestor issue from initial report through to confirmation of resolution.
  4. Provide complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization.
  5. Provide prompt, courteous and professional support to PCH staff and affiliates.
  6. Works in a coordinated manner with other Help Desk Analysts to provide optimal customer service.
  7. Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable
The position has been closed or filled.

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