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Associate Help Desk Agent - Client Services

Company: MaineHealth
Location: Portland
Posted on: November 18, 2022

Job Description:

Summary



  • Position Summary



    • 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 way.





    • 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.


      • License/Certifications: N/A


      • Experience: N/A


      • Basic knowledge of desktop and business/technical support systems.


      • Basic knowledge of common operating systems and software applications.


      • 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.





        Additional Information



        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 level.



        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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