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Parkland Corporation · 6 hours ago

IT Help Desk - Specialist

Dallas, TX

Full-time

Hybrid

Mid Level

3+ years exp

Parkland is a healthcare organization seeking an IT Help Desk Specialist. The role involves monitoring technical activities, assisting management with reporting, and acting as a point of contact for escalations while ensuring high standards of service in a call center environment.

CommercialIndustrialOil and Gas

Responsibilities

Maintain high standards of service to internal & external customers by making effective and efficient use of call center telephony, reporting and technology tools

Assist with creating, designing and modifying call center and IT Department reports

Run real-time and historical reports for agents and/or groups in and out of the call center

Maintain an understanding of the telephony and service management systems and software applications

Provide agent metrics, performance and trend analysis for the TSC Quality Assurance Program

Quality check ticket documentation for accuracy and completeness

Participate in open discussion on processes and operational issues using reporting analytics to support and enhance process improvement and training

Perform all activities in compliance with the internal and external requirements/standards for Health & Safety, Quality, Regulatory and Finance

Participate in service management meetings (RCA, Change, etc.)

Provide support, development, training and content development for service management platform

Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland

Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices

Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding

Qualification

ITIL certificationCall center reportingWorkforce management toolsTechnical communicationProblem solvingCustomer service orientationOrganizational skillsCritical thinking

Required

Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field

Must have 3-5 years of experience in a large, enterprise IT operations environment

Must have experience in call center reporting and call center activities

May have an equivalent combination of education and experience to substitute for both the education and the experience requirements

Prefer ITIL (Information Technology Infrastructure Library) certification

Must be able to effectively plan, deliver, operate and control call center reporting

Must be able to work closely with colleagues, peers, and leaders throughout the hospital to deliver a quality customer experience

Must be able to develop reporting solutions to identify trends and opportunities within and outside the department and then communicate the results clearly and completely to customers and management

Must be able to identify, develop and write knowledge base articles to support agents in the call center environment

Must have experience with call center work force management (WFM) tools and/or methods to proactively report on and advise management of potential staffing deficiencies or performance factors that may impact operational performance

Must be able to collaborate with other Parkland IT departments to support technology implementations (e.g. Technical Services, Desktop Support, Telecommunications, End User Communications)

Must have ability to work independently, excellent organizational, written and verbal communication skills

Must have ability to work on special projects; maintain service management tools, troubleshoot, identify and resolve problems related to IT systems, applications and devices

Must be customer service oriented; and manage time to meet the demands of the call center environment

Must be able to problem solve and have excellent critical thinking skills

Must be able to participate during IT service interruptions and outages to assist in identifying root cause for issues and incorporate findings into the problem resolution and management process