Epic Help Desk

Role Purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis change request preparation and continuous service improvement.

EPIC Help Desk

Experience providing both Epic EMR Tier 1 and MyChart Tier 1 support
Experience working in a help desk/call center environment providing inbound and outbound call support (preferably technical support in nature)
Experience writing knowledge base articles and tip sheets
Experience using ticketing systems (in this case ServiceNow experience is preferred

Do

Ensure timely response of all the tickets raised by the client end user
Service requests solutioning by maintaining quality parameters
Act as a custodian of clientÃÂÂs network/ server/ system/ storage/ platform/ infrastructure and other equipmentÃÂÂs to keep track of each of their proper functioning and upkeep
Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS) ensuring right solutioning as per the defined resolution timeframe
Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
Provide an acceptance and immediate resolution to the high priority tickets/ service
Installing and configuring software/ hardware requirements based on service requests
100% adherence to timeliness as per the priority of each issue to manage client expectations and ensure zero escalations
Provide application/ user access as per client requirements and requests to ensure timely solutioning
Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
Coordinate with on-site team for complex problem resolution and ensure timely client servicing
Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes.

Incident Analysis-Analyse nature of incidents to support root cause analysis and related service improvement plans.

Contribute towards development of mitigation action to reduce repeat incidents by identifying patterns of issues noted.