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Company Name : Geisinger
Location : Danville, PA
Position : Service Desk Analyst Associate (Work from Home – North Central Pennsylvania Resident)
Job Description : Job Summary Provides telephone, email, and web submission support for the entire enterprise health system. Services issues are reported as incidents or service requests. Using common trouble-shooting techniques and questions the analyst will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.
Job Duties
Receives customer calls in a courteous manner.
Records the details of the incident or request into the call ticketing system.
Assesses the impact and urgency of the issue and sets priority according to standards.
Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.
In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
Participates in the creation or update of documentation.
Provides password reset for various enterprise systems that may have access to patient information.
Monitors network and other systems for alarm conditions.
Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.
Follows up on issues that require further research for resolutions.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Position Details
Work Hours: 2PM-10:30PM and every other weekend.
Excellent customer service/call center experience preferred.
IT knowledge/education preferred.
Education High School Diploma or Equivalent (GED)- (Required)
Experience Minimum of 2 years-Relevant experience* (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
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