Analyst 1, IT Service Center (Per Diem)

Cape Cod Healthcare - Barnstable, MA

Full-time - Entry Level

Barnstable, MA

Hospitals

About the position

The Analyst 1, IT Service Center (Per Diem) position at Cape Cod Healthcare is designed to provide first-line technical support to users of the organization's Information Systems. This role is crucial in ensuring that both hardware and software incidents and requests are addressed promptly and effectively. The Analyst will engage with CCHC staff through various channels, including phone, voicemail, self-service portals, and email, to deliver exceptional customer support. The position emphasizes the importance of meeting key team metrics, such as call acceptance rates, average speed of answer, and the efficiency of resolving issues from open to close. In this role, the Analyst will document all user interactions meticulously using the service request and incident tracking system. This documentation will include details about the nature of the reported issues or requests, their priority, the troubleshooting steps taken, and any necessary follow-up actions. The Analyst will also utilize remote control tools to resolve issues or gather data for tier 2 support when needed. Additionally, the Analyst will play a vital role in managing major incidents, which involves logging incidents, assessing problem severity, and activating major outage protocols, including technical escalations and communication with management and end users. To succeed in this position, the Analyst must maintain a current understanding of Information System technology, ITIL, and general IT Service Management practices. Continuous learning through knowledge sharing sessions, courses, and self-study is encouraged to keep up with changes in support practices. The Analyst will also be responsible for handling confidential information with care and ensuring that all data is treated with the utmost confidentiality. The role requires a commitment to delivering service excellence to all patients, family members, visitors, volunteers, and co-workers, reflecting Cape Cod Healthcare's core values of compassion, accountability, respect, excellence, and service.

Responsibilities

• Provide excellent customer support for CCHC staff requests for assistance via multiple delivery channels (phone, voicemail, self-service portal, or email).
• Contribute to meeting or exceeding key team metrics including call acceptance, average speed of answer, and average open to close measures.
• Document detailed information on all user contacts using the service request/incident tracking system, including the nature of the reported issue/request, priority, troubleshooting steps taken, and assignment of unresolved issues to the appropriate IT Team or staff member(s).
• Utilize remote control and other tools to resolve issues or capture useful data for tier 2 support.
• Facilitate major incident processes when system problems occur, including logging incidents, determining problem severity, and activating major outage protocols.
• Maintain a current level of knowledge and proficiency with Information System technology as well as ITIL and general IT Service Management practices.
• Access confidential information only when necessary while assisting users with troubleshooting software or network problems.
• Assume other duties as directed.

Requirements

• Associates Degree, preferably in a Healthcare IT-related field, OR;
• Minimum of two years of experience in a technical IT-related position requiring exceptional customer service skills, OR;
• One year of recent experience working at the IT Helpdesk in a Hospital/Healthcare environment.