Senior Service Desk Representative - Health Alliance Plan

GENERAL SUMMARY:

Senior Service Desk Representatives are passionate about helping Henry Ford Health be successful. They are responsible for providing world class quality technical support while maintaining an extraordinarily high level of customer service for the entire health system.

Senior Representatives provide guidance and support to more junior Service Desk employees. They work as an escalation point for issues that cannot be resolved by the Associates or Representatives on the Service Desk team. These escalations include support for configuration issues, troubleshooting assistance, software installations and account updates requiring elevated permissions, and assistance with researching other break/fix issues. They may assist Service Desk Support Analysts in a backup or supportive capacity with tasks in service management areas such as knowledge, request, incident, and quality. Senior Representatives may also act as subject matter experts for semi-complex technical subject areas pertinent to the Service Desk and may participate in Problem Management activities. They also assist with coaching and training within the Service Desk. They are entrusted with additional access which may expose them to sensitive information beyond the purview of the Representative role and must exercise discretion and maintain confidentiality in carrying out their duties.

Senior Representatives support Henry Ford Health and non-Henry Ford Health devices at Henry Ford Health locations, private practices, hybrid locations, home, or anywhere in the world. Support for these devices and technologies include but not limited to desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, and technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines.

A wide variety of software support is provided, including Microsoft Windows operating systems and Microsoft applications, MacOS, iOS, Android OS, Epic EMR, PeopleSoft, ServiceNow, Citrix Applications, Active Directory, Webex, VPN technologies, Duo multi-factor authentication, and other departmental, clinical, and business applications, along with using system log monitoring tools.

Senior Representatives assist with safeguarding the security of the organization by following established procedures to prevent unauthorized access to system resources. Senior Representatives provide in-depth troubleshooting, research, diagnoses, resolution, and assist with resolving issues unable to be resolved by more junior Service Desk Representatives, along with participating in the diagnosis and escalation of complex technical issues or requests. Work is performed remotely now (phone, email, and IM) but onsite support may be required.

Senior Representatives contribute to continuous improvement efforts by leading and participating in short and long-term projects. These projects support the ongoing efforts to streamline the processes and enhance the productivity of the Service Desk and other technical teams throughout the organization. Senior Representatives participate in testing new technologies and support processes prior to expansion to more junior Service Desk Representatives, and provide relevant feedback, coaching, and knowledgebase updates throughout.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Provide technical support to customers for technologies that may include desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of Henry Ford Health locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software.
• Act as an escalation point for specific issues not resolved by other members of the Service Desk.
• Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources.
• Exercise discretion and maintain confidentiality due to their system access and potential exposure to sensitive information while carrying out their duties.
• Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of complex technical issues or requests.
• Utilize elevated levels of system knowledge and access to prevent issues from needing escalation outside of the Service Desk team.
• Provide guidance and support to Service Desk Associates and Representatives and department leadership as needed to ensure service excellence is achieved.
• Assist with developing specific departmental training material and training delivery.
• Expected to contribute to System initiatives and critical projects upon request.
• Knowledge of Henry Ford Health and its technical teams, support teams, network, hardware, and software preferred.
• Expected to pilot and test new technologies and support structures to help with later integration across the rest of the team.
• Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information.
• Participates in special incident and problem management activities to support teams outside of the Service Desk.
• Assist the Service Desk Support Analysts with tasks surrounding request management/processing, knowledge management, quality review records, incident management, and training review.
• Seek knowledge in non-traditional avenues if unavailable through standard channels.
• Contribute to the growth and maintenance of our knowledgebase.
• Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment.
• Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly.
• Provide technical assistance to system projects and technical staff as needed.
• Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
• Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the current state of the Service Desk and any emerging, ongoing, or resolved issues.
• Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience.
• Be role models for troubleshooting, knowledge, communication, and quality, and help others by answering questions.
• Adhere to Henry Ford Health guidelines for attendance & timeliness.
• Additional duties as assigned by Service Desk management.
• Perform job duties efficiently. This includes:
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  • Multi-tasking appropriately for extended periods
  • Prioritizing work logically and per departmental requirements
  • Meeting all deadlines