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Service Desk Analyst

Company name
Parallon Business Solutions

Denver, CO

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Description WHY HCA? \u00a0 At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality. Additional Facts: \u2022 Ranked 63 in Fortune 500 \u2022 Computerworld Top 50 Best Places to Work in IT since 2009 \u2022 Named one of the \u201cWorld\u2019s Most Ethical Companies\u201d since 2010 \u2022 106 HCA hospitals are on The Joint Commission\u2019s list of top performers on key quality measures SUMMARY OF DUTIES The Service Desk Analyst provides support for basic incident resolution and requests reported to the division\/regional 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. RESPONSIBILITIES \u2022 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 Remedy; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. \u2022 Takes ownership of issues and actively facilitates resolution of reported incidents. \u2022 Uses the appropriate product categorization for logging incidents and requests. \u2022 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. \u2022 Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met. \u2022 Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer. \u2022 Empowered to create unique customer service experiences that reflect highly on HCA. \u2022 Responsive to the expressed and unexpressed needs of our customers. \u2022 Takes pride in his\/her work and demonstrates outstanding professionalism in providing service to all HCA customers including but not limited to employees, patients, and their families. \u2022 Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. \u2022 (Corporate\/As Required) 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. \u2022 Contributes to and updates self-help and staff knowledge bases. \u2022 Increases general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. \u2022 Uses Remedy Templates when available to ensure accurate and necessary information is obtained. \u2022 Provide on-call support as needed and\/or assigned. \u2022 Build relationships with other IT&S teams through frequent constructive communication \u2022 Identifies opportunities for implementing process improvements \u2022 Adheres to and supports HCA IT&S standards, policies, and procedures. \u2022 Maintains and protects confidentiality with regard to all aspects of patient care and employee information. \u2022 Adheres to Code of Conduct and Mission and Value statements. \u2022 Performs other duties as assigned. Bachelor's degree preferred 3 years' of experience preferred Qualifications :

Company info

Parallon Business Solutions
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Company Profile
Parallon’s roots are in the hallways of some of America’s top-performing hospitals and our commitment is to bring the expertise we have gained as operators to help you drive results. Parallon is dedicated to helping hospitals and health systems operate knowledgeably, intelligently, effectively and efficiently in the rapidly evolving healthcare marketplace, today and in the future.

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