Customer Service Center Coordinator (Help Desk)

Join UHS of Delaware, Inc. - Corporate Office in Tredyffrin, PA onsite, where you’ll support the people behind Acute Care, BH, and corporate applications every day. This Help Desk role helps ensure applications are implemented smoothly and that user requests are handled through clear resolution and escalation protocols. You will also enjoy a challenging, rewarding work environment with opportunities to grow within UHS and its subsidiaries.

What You’ll Do

• Receive, evaluate, resolve, assign, document, and escalate customer support center tickets in line with UHS service and change management expectations.
• Research and work through tickets under the guidance of senior team members, using input gathered through an online request form, telephone calls, facsimile, email, or in person.
• Assign priority levels and resolution target times, and maintain service quality while tracking the impact of each issue.
• Escalate problems to the appropriate IS staff and communicate clearly so the right team can take action.
• Maintain regular communications with Acute Care and Corporate users regarding the description and disposition of assistance requests, using normal business courtesy and appropriate telephone etiquette while identifying the exact nature of the problem.
• Coordinate with vendor personnel when application-related issues require escalation.
• Use advanced knowledge of report generator applications, email, Windows operating systems, and Microsoft applications such as Word and Excel, along with healthcare-industry systems.
• Maintain Service Excellence principles and prepare status reports for your supervisor as required.
• Keep management informed of activities, needs, and problems, and perform other tasks as assigned by management.

What You Bring

• High school diploma or GED required.
• One or more years of Information Systems experience.
• Intermediate to advanced knowledge of support methods, practices, and hardware.
• Advanced ability with Windows operating systems.
• Proven knowledge of problem resolution and escalation protocols.
• Working knowledge of 1st and 2nd level PC support issues to troubleshoot and assist end users or other technicians.
• General familiarity with enterprise applications including clinical and financial systems such as Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, and Computer Associates ServiceDesk or other ticket systems.
• Demonstrated written and verbal communication skills to inquire, ascertain, and communicate the exact nature of the problem or request.
• Experienced knowledge of IS standards and quality management methods (Travel requirements apply, as listed in the posting).

Tools You’ll Use

Email, Windows Operating systems, Microsoft applications (Word, Excel), Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, Computer Associates ServiceDesk, ticket systems, and report generator applications.

Schedule and Benefits

• Available shifts: 3:00pm-11:00pm Wednesday-Sunday
• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k plan with company match
• Generous Paid Time Off
• Growth and development opportunities within UHS and its subsidiaries
• Challenging and rewarding work environment