Client Engagement Analyst - Helpdesk

Serve as a front-line helpdesk contact for Parkview Health clients, troubleshooting hardware, software, and training issues while keeping communication and help tickets up to date.

Responsibilities

• Engage Parkview Health clients by answering calls and using other communication methods to collect details needed for diagnosing and resolving hardware, software, and training issues.
• Support end user productivity by troubleshooting problems through consistent basic problem-solving and analysis.
• Apply corrective measures based on issue findings to improve resolution outcomes.
• Enter and follow up on client incidents using the appropriate tools and processes.
• Assist clients with questions and research technology-related problems.
• Deliver service excellence by following quality measures and meeting service level agreements and related expectations.
• Coordinate with Client Engagement team members and IS staff, as well as other Parkview co-workers, to ensure proper escalation during outages or degraded performance.
• Maintain accurate time entry and help ticket updates on a regular basis.
• Keep clients informed throughout the issue resolution process.
• Share knowledge with co-workers and the broader client base.

Requirements

• Demonstrate consistent basic problem-solving and analysis skills for issue resolution.
• Constantly and consistently use critical thinking and analytical abilities to seek and resolve issues.

Location: Fort Wayne, IN (onsite)

Supervision: With some supervision