Service Desk Analyst I

ID 2021-3889
Location
Cone Health
Work Location
US-NC-Greensboro
Division : Name
ITS
Department : Name
SW-Communications
Category
CLERICAL/ADMIN
Position Sub-Category
COMMUNICATIONS
Position Type
Not Benefit Eligible (less than 12 hours/week)
Employment Type
Employee
Exempt/NonExempt
Non-Exempt
FTE
0.20
Work Hours
8
Provider Schedule (specific schedule)
7am - 3pm
On call Required
No
Sub Category
Communications

Overview

 
The Service Desk Associate I for SW - Communications is a frontline contributor to the customer satisfaction through fostering collaboration among and between team members as well as other support service departments. The analyst will serve as the principal customer service liaison to multiple clients so strong positive customer service skills are essential and will answer a multi-line telephone system directing our callers appropriately. In addition, the associate may be responsible for the life safety and communications hub for our patients, visitors and employees in the health system. This position is system critical and staffed system wide 24 hours a day, 365 days a year to include holidays, weekends and inclement weather.

 

Talent Pool: Administrative & Clerical

Responsibilities

 

 

Continuously observes performance monitors and reports problem areas by responding to system messages as quickly as possible. Demonstrates ability to respond appropriately (calmly and efficiently) to internal and external disaster drills. Prioritizes calls and maximizes utilization of available personnel according to urgency of work requested.

Continuously utilizes various communication tools, computers, and software to complete daily work to enter, retrieve and manipulate data.

Monitor codes, alarms, status boards, emergency phones, email, and daily status checks for any abnormities. Maintains detailed documentation.

Provides excellent customer service by answering calls in a courteous, respectful and professional manner. Identifies caller’s needs by asking questions to interpret, analyze and anticipate the caller’s situation in order to resolve problems, route requests or initiate emergency dispatch. Takes initiative to address callers concerns and complaints.

Stays abreast of procedures, policies and events occurring across the multiple campuses in the health system. Updates call reference materials based on
changes in telephone and pager numbers.

Utilizes hospital electronic medical record to retrieve required patient information and follows HIPAA procedures for communication of information.

 

Qualifications

 

EDUCATION:
High School Diploma or equivalent, Required

Associates, Preferred

Preferred: Continued education

 

EXPERIENCE:
One year in a direct customer service role, Required

One year working in a call center environment, Preferred

 

LICENSURE/CERTIFICATION/REGISTRY/LISTING:
REQUIRED

Valid Driver's License | Valid Driver's License

PREFERRED

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