Customer Service Center Coordinator (Help Desk)

UHS•Tredyffrin Township, PA

About The Position

The Customer Service Center Coordinator (Help Desk) supports the implementation of UHS applications and helps ensure assignments progress and are completed on schedule. The role receives, evaluates, resolves, assigns, and otherwise addresses requests from acute care hospitals, behavioral health facilities, and corporate users concerning information systems, following department problem-resolution and escalation protocols. The coordinator works under the guidance of senior team members, shares experience with colleagues, communicates with users and appropriate IS staff, and maintains service excellence. The listed schedule is 3:00 p.m.–11:00 p.m., Wednesday through Sunday.

Requirements

High school diploma or GED.
At least one year of Information Systems experience.
Intermediate to advanced knowledge of support methods, practices, and hardware.
Advanced Windows operating system ability.
Proven knowledge of problem-resolution and escalation protocols.
Working knowledge of first- and second-level PC support issues to troubleshoot and assist end users or other technicians.
General familiarity with enterprise applications, including clinical and financial systems; examples listed include Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, and Computer Associates ServiceDesk or other ticket systems.
Written and verbal communication skills sufficient to inquire about, determine, and communicate the exact nature of a problem or assistance request.
Experienced knowledge of IS standards and quality management methods.

Responsibilities

Research and resolve Customer Support Center tickets under the guidance of senior team members.
Gather information about support requests through online forms, phone calls, facsimile, email, or in-person communication.
Escalate problems to and communicate them with the appropriate IS staff.
Document problem impact, assign a priority level, and set a resolution target time.
Follow UHS Service Level and Change Management policies.
Maintain regular communication with acute care and corporate users about their requests and their status, using appropriate business courtesy and telephone etiquette and determining the exact nature of each issue.
Contact vendor personnel about application issues and escalate problems when needed.
Apply knowledge of report-generator applications, email, Windows operating systems, Microsoft applications, and systems used in healthcare.
Maintain Service Excellence principles.
Prepare and submit status reports to the supervisor as required.
Keep management informed of activities, needs, and problems.
Perform other tasks as required by management.