UPMC is looking for a Help Desk Analyst associate to join their team. This role will be Fully Remote after 3 week training period provided associate can provide a quiet space with reliable internet. This position will be a 3rd shift position working 4 days a week 10 hour nights Tuesday - Friday 11:00 pm - 9:30 am.

Description

Under the direction of management and more senior members of the team, the Help Desk Support Analyst - Associate will provide day to day support remotely by telephone and chat, for the UPMC end user. The UPMC IT Help Desk is a 24x7 department that supports the entire clinical and operational facilities across UPMC. The position is work from home with optional workspace located in US Steel Tower if needed.

Why work at UPMC?

• At UPMC, we develop strong leaders who support and engage incredible team members. Together, we create an exceptional UPMC Experience for our co-workers and our patients.
• A recent study showed that UPMC benefits are 20% higher in value than other health care providers in our market. UPMC offers tuition reimbursement, competitive pay, generous paid time off, and much more.
• AWARD-WINNING WORKPLACE: Ranked #1 for Best Places to Work for Women & Diverse Managers by the Diversity MBA.
• We have a rewarding career ladder to grow your career with UPMC.

Responsibilities:

• Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.
• Securing UPMC Data/Information - Protect the integrity and confidentiality of all data and information through physical and electronic measures.
• Call/Chat Quality Evaluation Acknowledgement/Feedback Application - Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
• Troubleshooting - Has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket.
• System Interruption Response and Handling - Follow the System Interruption Handling process consistently. Communicate with other staff for possible system-wide interruption.
• Meeting Participation - Attend meetings on time, ask questions and apply feedback
• Time Management - Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.
• Scorecard Expectations - Typically achieves expected baseline scores.
• Disaster Recovery Adherence - Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby.
• Answering Support Calls/Answer Support Chats - Provide customer service support to any or all customers via calls/chats.
• Ticket Quality - Document and manage end-user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team.
• Technical Skills/Problem Solving - Understand the basics of UPMC technologies. Apply basic problem-solving skills to achieve resolution.
• Self/Team Development - Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors.

Qualifications

• Familiarity with modern technology and best support practices through education or practical experience.
• Excellent Customer Service preferred.
• Ability to troubleshoot and document properly preferred.
• Effective reading and writing skills preferred.

• Prior customer service experience required.
• Excellent interpersonal, written and communication skills required.
• Ability to work in a fast-paced environment.

Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran