SUBFUNCTION DEFINITION: Responsible for resolving IT-related issues and service requests throughout the organization
Technical support Serve as a single point of contact for all IT needs for CCHMC employees and its affiliates. Handle phone support and technical assistance to customers who are using clinical and non clinical software, hardware, or other computer systems by troubleshooting problems through diagnostic tests, remote access to their computers or be able to identify and triage to the appropriate functional team within the defined SLA's. Work closely with Sr, analysts and Lead to ensure technical documentation is consistent with business processes. With minimal guidance, participate in administrative duties defined by Service Desk Management. With guidance from senior level roles, must be able to facilitate conference calls such as MIR by following Standard Operating Procedures.
Technical Support Serve as a first point of contact to CCHMC users for a variety of issues associated with computer hardware, software, telecommunication and clinical devices. Answer and triage incoming calls to the Service Desk. Utilize all available resources in order to provide first call resolution or escalate to appropriate functional areas as required. All actions undertaken to resolve or escalate these requests must also be recorded accordingly.
Reporting Document, track and monitor progress of incidents to ensure timely resolution. Work effectively and collaboratively with users, coworkers and other functional groups. Be able to provide efficient incident resolution and outstanding customer service. Be able to identify trends and report issues requiring problem and or change management intervention. The analyst must meet individual and team goals as set by the Service Desk Management team.
Communication is an advocate of the CCHMC user community by answering, logging, updating and following up on incidents. Responsible for the life cycle of all reported incidents. Enforcing specified Service Levels that have been established by the Information Services department. Escalate issues impacting or could potentially impact customer service in a timely manner. Provide strong active listening skills and empathy to users concerns. The analyst must meet individual and team goals as set by the Service Desk Management team.
Compliance Review and Follow CCHMC & departmental policies and procedures. Review and Follow policies and procedures governing the handling of confidential information as defined by Cincinnati Childrens mission and applicable laws and regulations. Review timeliness, accuracy, availability and security of information. Develop technical knowledge and professional skills through cross-training, literature and training programs. Develop and maintain positive relationships, both internal and external to CCHMC. Motivate people and encourage teamwork. Work well with others and fosters a positive team environment.
High school diploma or equivalent
0 - 2 years of work experience in a related job discipline or equivalent combination of education and experience
At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better, and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.