What are the responsibilities and job description for the IT Help Desk - Specialist position at Parkland Health?
Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.
PRIMARY PURPOSE Monitors and coordinates the overall technical, reporting and project activities of the team, including participating with workforce management, and IT service management. Assists manager with disseminating new information, including statistics, results and knowledge articles. Acts as the point of contact and escalation for the TSC while the department Team Lead and Team Manager is unavailable.
MINIMUM SPECIFICATIONS
Education - Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field.
Experience - Must have 3-5 years of experience in a large, enterprise IT operations environment. - Must have experience in call center reporting and call center activities.
Equivalent Education and/or Experience - May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.
Certification/Registration/Licensure - Prefer ITIL (Information Technology Infrastructure Library) certification.
Skills or Special Abilities - Must be able to effectively plan, deliver, operate and control call center reporting. - Must be able to work closely with colleagues, peers, and leaders throughout the hospital to deliver a quality customer experience. - Must be able to develop reporting solutions to identify trends and opportunities within and outside the department and then communicate the results clearly and completely to customers and management. - Must be able to identify, develop and write knowledge base articles to support agents in the call center environment. - Must have experience with call center work force management (WFM) tools and/or methods to proactively report on and advise management of potential staffing deficiencies or performance factors that may impact operational performance. - Must be able to collaborate with other Parkland IT departments to support technology implementations (e.g. Technical Services, Desktop Support, Telecommunications, End User Communications) - Must have ability to work independently, excellent organizational, written and verbal communication skills. - Must have ability to work on special projects; maintain service management tools, troubleshoot, identify and resolve problems related to IT systems, applications and devices. - Must be customer service oriented; and manage time to meet the demands of the call center environment. - Must be able to problem solve and have excellent critical thinking skills - Must be able to participate during IT service interruptions and outages to assist in identifying root cause for issues and incorporate findings into the problem resolution and management process.
Responsibilities 1. Maintain high standards of service to internal & external customers by making effective and efficient use of call center telephony, reporting and technology tools. 2. Assist with creating, designing and modifying call center and IT Department reports. 3. Run real-time and historical reports for agents and/or groups in and out of the call center. 4. Maintain an understanding of the telephony and service management systems and software applications. 5. Provide agent metrics, performance and trend analysis for the TSC Quality Assurance Program. 6. Quality check ticket documentation for accuracy and completeness. 7. Participate in open discussion on processes and operational issues using reporting analytics to support and enhance process improvement and training. 8. Perform all activities in compliance with the internal and external requirements/standards for Health & Safety, Quality, Regulatory and Finance. 9. Participate in service management meetings (RCA, Change, etc.). 10. Provide support, development, training and content development for service management platform.
Job Accountabilities 1. Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland. 2. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices. 3. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.
Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees’ wellness, Parkland Health is a tobacco and smoke-free campus.
PRIMARY PURPOSE Monitors and coordinates the overall technical, reporting and project activities of the team, including participating with workforce management, and IT service management. Assists manager with disseminating new information, including statistics, results and knowledge articles. Acts as the point of contact and escalation for the TSC while the department Team Lead and Team Manager is unavailable.
MINIMUM SPECIFICATIONS
Education - Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field.
Experience - Must have 3-5 years of experience in a large, enterprise IT operations environment. - Must have experience in call center reporting and call center activities.
Equivalent Education and/or Experience - May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.
Certification/Registration/Licensure - Prefer ITIL (Information Technology Infrastructure Library) certification.
Skills or Special Abilities - Must be able to effectively plan, deliver, operate and control call center reporting. - Must be able to work closely with colleagues, peers, and leaders throughout the hospital to deliver a quality customer experience. - Must be able to develop reporting solutions to identify trends and opportunities within and outside the department and then communicate the results clearly and completely to customers and management. - Must be able to identify, develop and write knowledge base articles to support agents in the call center environment. - Must have experience with call center work force management (WFM) tools and/or methods to proactively report on and advise management of potential staffing deficiencies or performance factors that may impact operational performance. - Must be able to collaborate with other Parkland IT departments to support technology implementations (e.g. Technical Services, Desktop Support, Telecommunications, End User Communications) - Must have ability to work independently, excellent organizational, written and verbal communication skills. - Must have ability to work on special projects; maintain service management tools, troubleshoot, identify and resolve problems related to IT systems, applications and devices. - Must be customer service oriented; and manage time to meet the demands of the call center environment. - Must be able to problem solve and have excellent critical thinking skills - Must be able to participate during IT service interruptions and outages to assist in identifying root cause for issues and incorporate findings into the problem resolution and management process.
Responsibilities 1. Maintain high standards of service to internal & external customers by making effective and efficient use of call center telephony, reporting and technology tools. 2. Assist with creating, designing and modifying call center and IT Department reports. 3. Run real-time and historical reports for agents and/or groups in and out of the call center. 4. Maintain an understanding of the telephony and service management systems and software applications. 5. Provide agent metrics, performance and trend analysis for the TSC Quality Assurance Program. 6. Quality check ticket documentation for accuracy and completeness. 7. Participate in open discussion on processes and operational issues using reporting analytics to support and enhance process improvement and training. 8. Perform all activities in compliance with the internal and external requirements/standards for Health & Safety, Quality, Regulatory and Finance. 9. Participate in service management meetings (RCA, Change, etc.). 10. Provide support, development, training and content development for service management platform.
Job Accountabilities 1. Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland. 2. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices. 3. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.
Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees’ wellness, Parkland Health is a tobacco and smoke-free campus.