Provides telephone, email, and web submission support for the entire enterprise health system. The service desk is the central single point of contact for all employees and non-employees that need service from Information Technology. Services issues are reported as incidents (break-fix) or service requests. The Service Desk Analyst (SDA) will glean the required information from the caller including contact and call-back information. Using common trouble-shooting techniques and questions the SDA will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.
If the issue cannot be resolve on first contact, the SDA will analyze the situation and determine the next course of action such as assignment to another team or seek input from a more senior member of the team.
Performs duties to support the goals and objectives of Geisinger Health System in its efforts to provide quality patient care and patient satisfaction.
Reports to the Service Desk Supervisor.
MAJOR DUTIES AND RESPONSIBILITIES:
*1. Receives customer calls in a courteous manner.
*2. Gathers the contact information from the caller.
*3. Records the details of the incident or request into the call ticketing system.
*4. Assesses the impact and urgency of the issue and sets priority according to standards.
5. Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch (contact) resolution.
*6. In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
*7. Maintains communication with customer to update progress resolution and status. Verifies customer is satisfied with resolution.
*8. Uses approved communication methods to notify customers of scheduled/unscheduled disruptions.
*9. Participates in the creation or update of documentation.
10. Performs all other duties as required or assigned.
* Denotes job duties that are considered essential job functions.
COMPETENCIES AND SKILLS:
Demonstrates documented proficiency with modern desktop and/or mobile computer technology.
Demonstrates ability to show troubleshooting and problem-solving abilities.
Demonstrates ability to work in stressful conditions and accept deadlines with little supervision.
Demonstrates ability to construct meaningful sentences and has polished writing skills.
Demonstrates ability to work with customers and callers in a professional manner.
Demonstrates s a working knowledge of Information Technology (I.T.) systems, including: networking, infrastructure and communications.
EDUCATION AND EXPERIENCE:
Associate’s degree or Bachelor’s Degree in Information Technology, Computer Science, or a related technology field is required.
In lieu of a degree, a Technical Certification such as A+, Net+ or equivalent is required.
In lieu of a degree or Technical Certification, minimum of one year of demonstrated experience in a Service Desk environment is required.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
GEISINGER MEDICAL CENTER: (GMC), located Danville, Pa., the largest tertiary/quaternary care teaching hospital in the region, is licensed for 475 beds, including 89 pediatric beds in the Janet Weis Children’s Hospital. GMC, a Magnet Hospital, maintains the region’s only Level 1 Regional Resource Trauma Center with additional qualifications in pediatrics. GMC offers an array of highly specialized medical and surgical services, including neurosciences, cardiovascular services, transplantation, women’s health (in the Women’s Pavilion), oncology and orthopedics. The Hospital for Advanced Medicine serves as an integrated center for the most critical patients. Outpatient services are available on and off campus.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. * Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.