Associate Help Desk Agent - Client Services
Posted on: November 18, 2022
The Associate Help Desk Agent role is the first level of a three
level career path.
The Associate Help Desk Agent is an entry level position in Client
Systems Support. It is the first point of contact for healthcare
clients seeking technical or customer sensitive and responsive
support, fault resolution and advice service, which ensures the
maximum availability, performance and utilization of information
systems across the MaineHealth system. They serve as members of a
high performance team providing technical support over the phone,
by email, or chat. Help Desk Agents are under the supervision of
the Help Desk Supervisor.
The agent will be required to answer incoming calls within
specified service level metrics, and log the detailed specifics of
the call into the Ticket Management system. They will either
resolve the issue quickly while the customer is on the phone, or
they will triage the call to another IS Department for resolution.
Call times, resolution rates, and transfer statistics are
continuously measured to ensure customers are responded to quickly,
and their issues are handled in the most courteous and professional
The Associate Help Desk agent will be responsible for learning a
systematic and disciplined approach to problem-solving, and
learning departmental procedures and call handling standards. While
on the job, they will be expected to become familiar with the
latest technology in call center equipment and applications. They
will apply basic diagnostic techniques to identify problems and
escalate problems they are not able to resolve on first contact.
They must have a basic knowledge of good customer service
principles and practices.
Required Minimum Knowledge, Skills, and Abilities (KSAs)
Education: High School Diploma or GED preferred.
Basic knowledge of desktop and business/technical support
Basic knowledge of common operating systems and software
Offers advice to end users and customers on all areas of IT. This
will include working as part of a team, in order to share knowledge
and work together to increase performance standards.
Good customer service skills.
Basic problem-solving and critical thinking skills.
Good structured written and oral communication skills.
MaineHealth was ranked one of America's Best Large Employers in
2022 by Forbes!
MaineHealth is a not-for-profit integrated health system whose
vision is, "Working together so our communities are the healthiest
in America." MaineHealth consists of nine local health systems, a
comprehensive behavioral health care network, diagnostic services,
home health agencies, and 1,700 employed clinicians working
together through the MaineHealth Medical Group. With approximately
22,000 care team members, MaineHealth provides preventive care,
diagnosis and treatment to 1.1 million residents in Maine and New
Hampshire. Learn more about our system at mainehealth.org
At MaineHealth, we offer benefits that support an individual's
needs for today and flexibility to plan for tomorrow. Our packages
include health and dental insurances, paid parental leave,
retirement program, generous paid time off, and much more! Our
comprehensive array of benefits are competitive, affordable, and
include choices that meet specific, but ever changing, needs.
With a career at any of the MaineHealth locations, you'll be
working with health care professionals that truly value the people
around them - both within the walls of the organization and the
neighborhoods that surround it. We are deeply invested in the
well-being of our communities and care team members. We believe in
fostering a work environment of strong commitment, compassionate
caring and continuous improvement. Join us, and your abilities will
be challenged and enhanced as you take your career to a new
Additional Information MaineHealth is a health system whose members
and affiliates include hospitals, physician practices, long-term
care facilities, home care agencies, and support services. Learn
more about this system at www.mainehealth.org
Keywords: MaineHealth, Portland , Associate Help Desk Agent - Client Services, Sales , Portland, Maine
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