IT Service Desk Analyst

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional ethical physical and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth dignity and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET Managing Up Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees experiential journeys to ensure strong communication ease of access to information and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organizations vision fulfills the mission and abides by the I CARE values

• Communicates effectively both orally and in writing to a variety of customers both internal external to provide excellence support as defined by department metrics.

• Succinctly captures and communicates the details symptoms and issues or requests to appropriate teams across the organization as needed.

• Exercises good judgment to ascertain the level of urgency of issues and requests presented. Refers issues to more senior team members as appropriate.

• Troubleshoots telecommunication and network connectivity issues and network and desktop problems as appropriate including network connectivity issues desktop problems and electronic health records software and imaging software. Provides unparalled support by demonstrating active listening to customers needs and asking clarifying questions to gain understanding of concerns or requests.

• Follows department guidelines to ensure timely resolutions are provided and confirmed with customers.

• Accurately document all information needed to provide Service Desk team or collaborating organizational teams with the specific information required to provide timely resolution.

• Prioritizes and escalates critical patient care related issues appropriately and/or seeks team assistance when clarification is needed to understand severity and complexity.

• Uses correct escalating and paging procedures and ensures that responses are received.

• Utilizes department resources provided wisely and efficiently. Informs management when normal wear requires replacement.

• Makes suggestions for improvement to processes or procedures to Team Leads Supervisor or Manager.

• Stays abreast of organizational changes and announcements to processes or events programs and initiatives in order to address customers requests for current information as applicable.

• Proactively manages own professional development and completes My Development Plan.

• High School diploma or equivalent education (examples include: GED verification of homeschool equivalency partial or full completion of postsecondary education etc.

• Two years of experience in a high call volume technical support call center or equivalent time in nontechnical call center and experience with Desktop Support or Server or Network Support

• N/A

• Information Technology Infrastructure Library (ITIL) v3 or higher AND
• CompTIA A Certification AND
• HDI Help Desk Institute

• Demonstrates the skills and competencies necessary to safely perform the assigned job determined through ongoing skills competency assessments and performance evaluations

• Sufficient proficiency in speaking reading and writing the English language necessary to perform the essential functions of this job especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients physicians family members and coworkers in a manner consistent with a customer service focus and application of positive language principles

• Working knowledge of LAN/Wan networks Citrix VPN Active Directory preferred

• Ability to deescalate issues and resolve complaints with positive outcomes

• Ability to type 35 words a minute

• Ability to learn and apply new or modified processes program or procedures.

• Ability to multitask handlines phone conversation with customers while entering data in realtime using multiple applications and display screens.

• Ability to create written responses that are clear and understandable to customers.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ONCALL*
*Note that employees may be required to be oncall during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nations leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital its flagship academic hospital in the heart of the Texas Medical Center and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute a comprehensive residency program a global business division numerous physician practices and several freestanding emergency rooms and outpatient facilities. Overall HM employs over 25000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

In 2019 Houston Methodist and its physicians treat more than 6333 international patients from more than 76 countries. Houston Methodist Global Health Care Services consulting and education divisions also provide advisory services and training and development to health care organizations around the world.