Hospital Corporation Of America (HCA) Service Desk Analyst in Denver, Colorado

Job Code: 25507-13171 Full-time Days (rotating weekends) WHY HCA*At its founding in 1968, Nashville-based HCA was one of the nation's firsthospital companies. Today, one of the nation's leading providers ofhealthcare services, HCA is comprised of locally-managed facilities thatinclude more than 250 hospitals and freestanding surgery centers in 20 statesand the United Kingdom, employing approximately 230,000 people.Approximately four to five percent of all inpatient care delivered in thecountry today is provided by HCA facilities resulting in more than 26M patientencounters each year. HCA is committed to the care and improvement of humanlife and strives to deliver high quality, cost effective healthcare in thecommunities we serve. Building on the foundation provided by our Mission &Values, HCA puts patients first and works to constantly improve the care weprovide by implementing measures that support our caregivers, help ensurepatient safety and provide the highest possible quality.Additiona Ranked 63 in Fortune 500 Computerworld Top 50 Best Places to Work in IT since 2009 Named one of the World s Most Ethical Companies since 2010 106 HCA hospitals are on The Joint Commission s list of top performerson key quality measures SUMMARY OF DUTIES The Service Desk Analyst provides support for basic incidentresolution and requests reported to the division/regional Service Desk.Responsibilities include initial assessment, triage, research, andresolution of basic incidents and requests regarding the use of applicationsoftware products and/or infrastructure components. The Service Desk Analystis responsible for collecting information through a constructive customerconversation, accessing all available support tools, and additionalsupport staff (service resources) if needed. Problems beyond the scope oftheir ability or responsibility are resolved by engaging in a timely mannerother service resources from facilities, division or corporate groups, orthe corporate service desk. RESPONSIBILITIES Addresses and resolves basic (Tier 1) incidents and requests and whenapplicable addresses and resolves Tier 2 incidents and requests with qualitydocumentation; logs all incidents and requests in Remedy; engages otherservice desk resources or appropriate service resources to resolve incidentsthat are beyond the scope of their ability or responsibility. Takes ownership of issues and actively facilitates resolution of reportedincidents. Uses the appropriate product categorization for logging incidents andrequests. Creates a positive customer support experience and builds strongrelationships through deep problem understanding, ensuring timely resolutionor escalation, communicating promptly on progress, and handling customerswith a consummately professional attitude. Creates an environment of teamwork and lateral service so that the needsof our customers and colleagues are met. Ensures the best end-to-end customer experience and provides a singlepoint-of-contact for the customer. Empowered to create unique customer service experiences that reflecthighly on HCA. Responsive to the expressed and unexpressed needs of our customers. Takes pride in his/her work and demonstrates outstanding professionalismin providing service to all HCA customers including but not limited toemployees, patients, and their families. Analyzes and resolves incidents and requests regarding use of applicationsoftware or hardware. Logs and tracks incidents and requests fromidentification through resolution. (Corporate/As Required) Follows up with other service resourcesinvolved in resolution to ensure incidents are resolved, requests arefilled, and the customer communicationis complete. Documents resolutions and updates self-help and staff knowledgebases. Contributes to and updates self-help and staff knowledge bases. Increases general knowledge of current corporate, division, andfacilit