Helpdesk Support

POSITION OVERVIEW
Client Support Services includes the responsibility to provide help desk support of POINT web based applications, responding to telephone inquiries from other KP business units and ensures issues and problem reports are properly documented and triaged.

RESPONSIBILITIES AND FUNCTIONS
Provide help desk support of 100+ web based applications to a large interregional user base.
Respond to email and telephone inquiries from other business units regarding access to our applications and services, login help and report issues.
Manage user access to the system utilizing internal security procedures.
Receive and respond to incoming user requests and reporting of bugs in the system.
Create, update and maintain user profiles.
Create incident tickets through an in-house service tracking tool, triage appropriately and ensure that ongoing follow-up continues with the user and internal staff until the incident/request has been closed.
Participate in various meetings and exchange knowledge between groups.
Update SharePOINT sites with appropriate customer service documentation
Properly classify requests based on client input
Ask proper questions to ensure minimum information has been received from the requestor
Create and evaluate reports using Excel or proprietary web-based applications
Updates policies and procedures necessary to address compliance and regulatory needs
Other responsibilities as required to maintain the Client Support Services area.

POSITION REQUIREMENTS
Making application resolution a primary focus of one's actions;
Develops and sustains productive client/user relationships.
Actively seeks information to understand client/user circumstances, issues, expectations and needs.
Considers how actions or plans will affect patient care level applications; responds quickly to meet user needs.
Understands the importance of confidentiality.
EXCELLENT CUSTOMER SERVICE SKILLS, TROUBLESHOOTING SKILLSQUICK LEARNER WITH THE ABILITY TO LEARN NEW APPLICATIONS IE VISIO, MS PROJECT, ROBOHELP
High level organization and clerical skills
Use of documentation and electronic filing systems
Ability to communicate effectively with others in a professional manner with empathy and patience
INTERMEDIATE SKILLS IN MICROSOFT OFFICE (WORD, EXCEL, POWERPOINT)
Ability to understand and apply regulatory compliance standards

Working Environment:
Normal office environment. Early morning, evening or weekend work as scheduled. The ability to multi-task with multiple calls and/or interruptions. Business casual attire; casual Fridays (depending on office location)

LEVEL OF EDUCATION (specify level and major; Example: B.S. in Chemistry) indicates level and description.
High School Diploma or GED. Bachelor's Degree in related field preferred

PROFESSIONAL CERTIFICATION OR LICENSE (Example: CPA, CPP, none)
None

Levels of Experience
Highly Specialized (HS): 7+ years of related experience