Client Engagement Analyst - Helpdesk

Job Summary

With some supervision, this role is responsible for engaging with the clients of Parkview Health by answering calls and through other methods in order to gather information necessary to troubleshoot and resolve hardware, software, and training issues and ensure end user productivity. Demonstrates consistent basic problem‐solving and analysis skills for issue resolution and implements corrective measures. Enters and follows up with clients on incidents using appropriate tools and processes. Assists with client questions and researching technology problems. Provides service excellence to clients by adhering to quality measures, service level agreements, and expectations. Interfaces with Client Engagement team members, IS staff, and all levels of Parkview co‐workers to ensure proper escalation during outages or periods of degraded performance. Responsible to ensure that time entry and help tickets are updated on a regular basis and that the client is kept informed during the process of issue resolution. Shares knowledge with co‐ workers and the client base. Constantly and consistently utilizes critical thinking and analytical abilities in seeking and resolving issues.

Education

Minimum requirement of an Associate's degree in Information Technology, healthcare or other related field.

License & Cert

Must have a valid driver's license.

Experience

Minimum of 2 years experience in Information Technology, healthcare, or other related field. Experience in a call center, help desk, field support, or training role strongly desired. Experience in troubleshooting applications, hardware, software, and answering user questions.

Other Qualifications

Knowledge working in a healthcare environment a plus. Basic knowledge and understanding of the Electronic Medical Record application is preferred (if service delivery vertical dictates). Must have outstanding verbal and written communication skills. Passion and dedication for service excellence and helping others is required. A strong desire to learn and instruct others is required. Must demonstrate skill and/or experience in problem solving and root‐cause analysis of issues.