Employment Spot

Job Description

The Help Desk is the primary interface for all technology-related matters and is responsible for capturing reported issues, properly documenting requests and assigning resources to the appropriate IT team member. The position will serve as the coordinator for all end user help requests. The position is responsible for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.  The position will supervise and verify the completion of end user help requests by IT team members. The Help Desk Coordinator will contribute to problem resolution by providing in-person and phone support to end users.

DUTIES AND RESPONSIBILITIES:

• Must have superior customer service skills.
• Assess the needs of incoming support requests and assigns IT team member as appropriate.
• Oversees the entire lifecycle of help requests from intake to resolution.
• Supervises help request management of IT team members.
• Verifies IT team members abide by and follow established department policies and procedures.
• Transcribes and documents all reported issues accurately and timely in online tracking system.
• Ensures customer satisfaction levels are met and/or exceeded on assigned projects and day-to-day operations.
• Develops feedback mechanisms and documents current performance of and sets targets for improvement for IT team members.
• Proactively follows up with customer requests and verifies customer satisfaction.
• Assists in identifying, analyzing and reporting on trends and suggests remedies for problem areas.
• Provides telephone and onsite technology support for all levels of employees.
• Proficiency in managing corporate inventory and implementing inventory policies and processes.
• Proactively maintains accurate asset database. Tracks active and depreciated inventory. Maintains lost, stolen and terminated equipment logs. Creates and runs reports as requested.
• Serves as a positive role model by exhibiting a “can-do," whatever-it-takes, winning attitude.
• Achieves and maintains excellent interpersonal relationships with all constituencies, and practices and promotes open communication.
• Participates in on-call schedule as needed.
• Performs other duties as assigned.

NO PHONE CALLS, PLEASE! THANK YOU.

Visiting Nurse Health System, Georgia’s largest nonprofit homecare provider has a rich 60+ year tradition of serving its mission of delivering compassionate, innovative and cost-effective care management, home health and end of life care in the Atlanta community. Its vision is to set the standard for quality in Georgia and be the first place patients, families, payers and other healthcare providers select when in need of homecare or hospice services.

Visiting Nurse Health System provides professional clinical and care management services to over 5,000 patients in metropolitan Atlanta every day.

Visiting Nurse Health System is an EOE.

Job Requirements

EDUCATION / EXPERIENCE:

• 2 or more years management experience with focus on customer service.
• Experience with Microsoft Windows, Microsoft Office and Microsoft Outlook, Internet Explorer.
• Excellent oral and written communication skills and telephone, listening and customer service skills.
• Must have ability to multi-task and effectively prioritize work. Ability to handle several projects simultaneously while working with multiple end-users.
• Demonstrated strong problem solving and follow-up skills.
• Team player who can work well in dynamic environment with proven experience working autonomously and with a team.
• Demonstrated effectiveness working with people having diverse skills, disciplines and cultural backgrounds.
• Experience working with remote staff strongly preferred.
• Previous customer support experience in the Healthcare industry strongly desired.
• Previous experience supporting desktop and notebook computers and end-users strongly desired.
• Previous experience with Active Directory and Exchange 2007 desired.