Service Desk Analyst
Company: HCA Healthcare
Posted on: August 15, 2019
Description SHIFT: No Weekends
Do you want to be a part of a family and not just another employee?
Are you looking for a work environment where diversity and
inclusion thrive? Submit your application today and find out what
it truly means to be a part of a team.
You contribute to our success. Every role has an impact on our
patients--- lives and you have the opportunity to make a
difference. We are looking for dedicated professional like you to
be a part of our team. Join us in our efforts to better our
At HCA Healthcare, you have options. You can choose from a variety
of benefits to create a customizable plan. You have the ability to
enroll in several medical coverage plans including vision and
dental. You can even select additional al la carte benefits to meet
all your needs. Enroll in our Employee Stock Purchase Plan (ESPP),
401k, flex spending accounts for medical and childcare needs, and
participate in our tuition reimbursement and student loan repayment
--SUMMARY OF DUTIES The Service Desk Analyst provides support for
basic incident resolution and requests reported to the
division/regional Service Desk. Responsibilities include initial
assessment, triage, research, and resolution of basic incidents and
requests regarding the use of application software products and/or
infrastructure components. The Service Desk Analyst is responsible
for collecting information through a constructive customer
conversation, accessing all available support tools, and additional
support staff (service resources) if needed. Problems beyond the
scope of their ability or responsibility are resolved by engaging
in a timely manner other service resources from facilities,
division or corporate groups, or the corporate service desk. --
--- Addresses and resolves basic (Tier 1) incidents and requests
and when applicable addresses and resolves Tier 2 incidents and
requests with quality documentation; logs all incidents and
requests in Remedy; engages other service desk resources or
appropriate service resources to resolve incidents that are beyond
the scope of their ability or responsibility.
--- Takes ownership of issues and actively facilitates resolution
of reported incidents.
--- Uses the appropriate product categorization for logging
incidents and requests.
--- Creates a positive customer support experience and builds
strong relationships through deep problem understanding, ensuring
timely resolution or escalation, communicating promptly on
progress, and handling customers with a consummately professional
--- Creates an environment of teamwork and lateral service so that
the needs of our customers and colleagues are met.
--- Ensures the best end-to-end customer experience and provides a
single point-of-contact for the customer.
--- Empowered to create unique customer service experiences that
reflect highly on HCA.
--- Responsive to the expressed and unexpressed needs of our
--- Takes pride in his/her work and demonstrates outstanding
professionalism in providing service to all HCA customers including
but not limited to employees, patients, and their families.
--- Analyzes and resolves incidents and requests regarding use of
application software or hardware. Logs and tracks incidents and
requests from identification through resolution.
--- (Corporate/As Required) Follows up with other service resources
involved in resolution to ensure incidents are resolved, requests
are filled, and the customer communication
is complete. Documents resolutions and updates self-help and staff
--- Contributes to and updates self-help and staff knowledge
--- Increases general knowledge of current corporate, division, and
facility-specific products, increasing ability to resolve requests
on first contact.
--- Uses Remedy Templates when available to ensure accurate and
necessary information is obtained.
--- Provide on-call support as needed and/or assigned.
--- Build relationships with other ITG teams through frequent
--- Identifies opportunities for implementing process
--- Adheres to and supports HCA ITG standards, policies, and
--- Maintains and protects confidentiality with regard to all
aspects of patient care and employee information.
--- Adheres to Code of Conduct and Mission and Value
--- Performs other duties as assigned.
Bachelor's degree preferred
3+ years' of experience preferred
HCA Healthcare is a comprehensive healthcare network where 265,000
people across more than 1,800 care facilities are all committed to
creating a positive impact every day. It---s an organization that
exists to give people healthier tomorrows. Our scale enables
caregivers to deliver great outcomes for patients and gives
colleague---s unparalleled opportunities to learn and grow. Most
importantly, as a part of HCA Healthcare we---re connected to
something bigger, which means more resources, more solutions and
more possibilities for everyone who walks through our doors. What
matters most to our diverse and talented colleagues is giving
people the absolute best healthcare possible. Every day, we seek to
raise the bar higher, not just for ourselves, but for healthcare
Be a part of an organization that invests in you. We are actively
reviewing applications. Highly qualified candidates will be
promptly contacted by our hiring managers for interviews. Submit
your application and help us raise the bar in patient care!
We are an equal opportunity employer and value diversity at our
company. We do not discriminate on the basis of race, religion,
color, national origin, gender, sexual orientation, age, marital
status, veteran status, or disability status.
HCA Healthcare is a collaborative healthcare network, driven by
physicians, nurses and colleagues helping each other champion the
practice of medicine to give people a healthier tomorrow. With a
comprehensive network of more than 270,000 people across
approximately 1,800 care facilities, our scale enables us to
deliver great outcomes for our patients, provide superior nursing
care and be a preferred place for physicians to practice medicine.
We never stop in our pursuit of insights and care advances based on
the knowledge and data we gain from approximately 30 million
patient encounters a year. Every day, we raise the bar to improve
the way healthcare is delivered, not just in our facilities, but
everywhere. We---re committed to improving more lives in more ways,
and above all else, we are committed to the care and improvement of
Keywords: HCA Healthcare, Tallahassee , Service Desk Analyst, Professions , Tallahassee, Florida
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