Helpdesk Analyst

Analyst, IT
Contract W2
Work from home not available Travel not required

Job Description

Classification: Contract
Contract Length: 12-months
Job ID: 12833434

At CereCore, our heart for healthcare is interconnected with our knowledge of technical solutions, creating a vital link that ultimately drives the delivery of high-quality care. CereCore is a wholly-owned subsidiary of Hospital Corporation of America (HCA) Healthcare.

CereCore is seeking a Service Desk Analyst to join our team in Asheville, NC. This individual will work on-site at one of the nation's leading providers of healthcare services, HCA Healthcare.

  • Manage customer support calls in accordance with performance expectations (ASA, Abandon Rate, Agent Utilization, etc.).
  • Utilize excellent customer service skills (soft skills) and technical proficiencies (technical skills) to bring about expedient incident resolution or request fulfillment.
  • Leverage strong troubleshooting skills.
  • Proficiently use remote control tools and verbal acumen to guide users through the troubleshooting and resolution process.
  • Monitor a ticket queue to ensure new issues are reviewed, assigned and worked within established timeframes.
  • Possess the ability to review and prioritize incidents and requests according to severity.
  • Ensure tickets contain all required information and any additional data which may enhance or improve the customer support experience.
  • Provide ticket handling in accordance with all organizational standards (escalations, transfers, etc.).
  • Provides a single point of ownership for escalated incidents and requests.
  • Ensures incidents and requests are progressing towards resolution according to SLA.
  • Communicates with customers throughout the incident resolution or request life-cycle.
  • Collaborate between departments, groups or external entities as required to bring about the incident resolution or request fulfillment as efficiently and effectively as possible.
  • Possess the ability to independently discover and learn new technologies, the health care IT industry and any other knowledge or skill that improves the customer support experience.
  • Collaborate between departments, groups or external entities as required to gain knowledge.
Position Requirements:
  • Bachelor's degree preferred.
  • At least 1 year of customer service or related experience.
  • Can do attitude.
  • Ability to clearly communicate technical concepts to non-technical people.
  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
  • Ability to multi-task in a fast-paced environment.
  • Exceptional oral and written communication skills.
  • Customer service orientated.
  • Adaptable.
  • Attention to detail.
  • Stress tolerant.
  • Well-developed time management skills.

CereCore was formed in 2001 as a shared service business within a large hospital operator. We focus solely on helping healthcare organizations align business and IT strategies to improve processes and patient care.

Connect with us on LinkedIn, Twitter, and Facebook.

Dice Id : 10368247
Position Id : 12833434
Originally Posted : 3 months ago
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