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.

Responsibilities:
  • 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.

#DICETech
Dice Id : 10368247
Position Id : 12833434
Originally Posted : 2 months ago
Have a Job? Post it

Similar Positions

Help Desk Analyst I
  • Robert Half Technology
  • Greenville, SC
Help Desk Supervisor
  • Ogletree Deakins
  • Greenville, SC
Systems Support Analyst
  • CGI Group, Inc.
  • Greenville, SC
Bilingual Help Desk Support
  • Security Finance
  • Spartanburg, SC
HELP DESK ANALYST - I
  • Kelly IT
  • Lebanon, VA
Sr. Support Team Specialist
  • Fresenius Medical Care
  • Knoxville, TN
IT Support Specialist
  • The IT Company
  • Knoxville, TN
POS Helpdesk Support
  • Apex Systems, Inc
  • Charlotte, NC
Application Support Lead
  • Collabera
  • Charlotte, NC
PC Technician
  • Revolution Technologies
  • Charlotte, NC
IT Technical Desktop Support
  • CRG
  • Mooresville, NC
Application Support Representative
  • Eliassen Group
  • Charlotte, NC
Support Engineer
  • Kforce Technology Staffing
  • Charlotte, NC
Telecom System Support
  • Make Corporation
  • Charlotte, NC