Service Desk Analyst at HCA Healthcare in Denver, Colorado

Job Description:

Description

SHIFT: PRN
SCHEDULE: PRN/Per Diem
Hourly Wage Estimate: $12.50 - $13.12/Hour
The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. Most candidates will start in the bottom half of the range.
To learn more about the employee benefits that are available click here.

HCA Healthcare ITG



Please click the link above to Watch our Identity Video to get a closer look at who we are and what we do!

 

Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.

 

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for dedicated professional like you to be a part of our team. Join us in our efforts to better our community!

 

At HCA Healthcare, you have options. You can choose from a variety of benefits to create a customizable plan. You have the ability to enroll in several medical coverage plans including vision and dental. You can even select additional al la carte benefits to meet all your needs. Enroll in our Employee Stock Purchase Plan (ESPP), 401k, flex spending accounts for medical and childcare needs, and participate in our student loan repayment and tuition reimbursement programs.

 

PLEASE NOTE - THIS IS AN AS NEEDED OPPORTUNITY

 

JOB SUMMARY

The Service Desk Analyst provides support for basic incident resolution and requests reported to the ITSD Service Desk.  Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.  The Service Desk Analyst is responsible for collecting information through a constructive customer conversation, accessing all available support tools, and additional support staff (service resources) if needed.  Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

GENERAL RESPONSIBILITIES

Addresses and resolves basic (Tier 1) incidents and requests and when applicable addresses and resolves Tier 2 incidents and requests with quality documentation; logs all incidents and requests in Service Central; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. 

Takes ownership of issues and actively facilitates resolution of reported incidents.

Uses the appropriate product categorization for logging incidents and requests. 

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. 

Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met.

Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer. 

Empowered to create unique customer service experiences that reflect highly on HCA Healthcare.

Responsive to the expressed and unexpressed needs of our customers.

Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all HCA Healthcare customers including but not limited to employees, patients, and their families.

Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.

Follows up with other service resources involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases

Contributes to and updates self-help and staff knowledge bases.

Increases general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

Uses Service Central Templates when available to ensure accurate and necessary information is obtained.

Provide on-call support as needed and/or assigned.

Build relationships with other ITG teams through frequent constructive communication

Identifies opportunities for implementing process improvements

Adheres to and supports HCA Healthcare ITG standards, policies, and procedures. 

Maintains and protects confidentiality with regard to all aspects of patient care and employee information. 

Adheres to Code of Conduct and Mission and Value statements. 

Performs other duties as assigned.

HCA Healthcare Information Technology Group (ITG) delivers healthcare IT products and services to HCA Healthcare's portfolio of business and partners, including Parallon, HealthTrust and Sarah Cannon.



For decades, ITG has been a pioneer in the industry, leading the transformation of healthcare into a new era of quality and connectivity. ITG relies on the breadth of the organization and depth of technical expertise to advance and enhance today’s healthcare and to enable our physicians and clinicians to provide world-class, innovative care for patients.



ITG employees rally around the noble cause of transforming healthcare through technology and find inspiration in the meaningful work they do—creating a culture that is "Healthcare Inspired."



If you want a career in technology and have a heart for healthcare, apply your expertise to a mission that matters.



ITG is always looking for sharp, skilled, committed team members to join its Healthcare Inspired mission and culture. With job opportunities spread throughout the company and all across the country, ranging from strategy to development, from project management to product support, you can use your unique and valued expertise in many ways for the noble cause of healthcare

 

Be a part of an organization that invests in you. We are actively reviewing applications. Highly qualified candidates will be promptly contacted by our hiring managers for interviews. Submit your application and help us raise the bar in patient care!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Qualifications

RELEVANT WORK EXPERIENCE                

Less than 1 year

EDUCATION  

Bachelor’s Degree - Preferred

OTHER/SPECIAL QUALIFICATIONS

Required 

Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology. 

Customer service orientation and/or prior customer service experience

Demonstrated ability to learn customer support processes and techniques. 

Demonstrates strong analytical skills or solid understanding of troubleshooting methodology

Ability to solve problems. 

Competency in MS Office Suite and MS operating system

Preferred

Experience with call center techniques

Competency in call center tracking tools

Prior experience supporting customers in use of application software. 

Proficiency in using support software tools. 

Mobile device support experience

Apple product support experience

Strong understanding of HCA Healthcare security-related procedures. 

Understanding of Healthcare technology industry

Basic network troubleshooting and support experience

General desktop support experience

 

CERTIFICATE/LICENSE

CompTIA A+ preferred

PHYSICAL DEMANDS/WORKING CONDITIONS 

Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Work is performed in an office environment.  Work may be stressful at times.  Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

Notice

Our Company’s recruiters are here to help unlock the next possibility within your career and we take your candidate experience very seriously. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Gmail or Yahoo Mail. If you feel suspicious of a job posting or job-related email, let us know by clicking here.

For questions about your job application or this site please contact HCAhrAnswers at 1-844-422-5627 option 1.

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