Help Desk Analyst

Job Title: Help Desk Analyst

Department/Group: MLH

Reports to: Project Manager MLH

Classification: Part-time (hourly) non-exempt 

Role and Responsibilities  

The Help Desk Analyst will support Methodist Le Bonheur Healthcare IT, providing phone-based customer service for password management and user account issues. They must follow guidelines to protect Methodist systems from unauthorized access while managing identities and access rights. 

Key Responsibilities:  

• Communicate effectively with clients, coworkers, and leadership to ensure clear and efficient information exchange. 

• Troubleshoot client account issues using available resources and provide timely resolutions. 

• Document all calls and interactions within the online ticketing system accurately. 

• Deliver high-quality customer service to clients over the phone, ensuring their needs are met. 

• Provide secure and professional support for password resets and account unlocks, adhering to security protocols. 

Key Accountabilities  

• Complete the verification process for assisting with password resets and account unlocks. 

• Ensure compliance with MLH security policies and procedures in all interactions with users. 

• Collaborate with other help desk team members to resolve users’ issues. 

• Maintain KPIs to ensure the highest quality of service. 

• Adhere to UMRF Ventures policies and procedures. 

Competencies 

• Communication skills  

• • Written and verbal  

• Drive for results  

• Problem solving  

• Attention to detail  

• Multitasking  

• Technical knowledge and learning  

• • Windows operating system and MS Office applications (Outlook, Teams, etc.)  

• • Excellent typing skills 

Qualifications and Education Requirements  

• Currently enrolled college student 

• Customer service experience preferred