Help Desk Analyst I - Office of Information Technology - Help Desk

Baylor College of Medicine

Houston, TX

ID: 7066355 (Ref.No. 3734-en_US)
Posted: May 20, 2020
Application Deadline: Open Until Filled

Job Description

Job Purpose

Help Desk Analyst I receives inbound communication to the Help Desk from internal customers. Resolves all customer service issues where possible and escalates calls to level two support personnel when necessary. Inputs all pertinent documentation into the call tracking database and dispatches work orders to the appropriate groups. Provides customer satisfaction and minimization of system hardware and software downtime with minimal disruption. Performs tasks requiring judgment, initiative, and in-depth knowledge of company policies and procedures.

Job Duties
  • Handles incoming communication to the help desk including ACD calls, voice mail, e-mail, and walk-ins by accurately analyzing, resolving, and documenting problems and requests in accordance with current standards.
  • Follows up with all customers to ensure work orders are completed, and ascertains customer satisfaction in accordance with established procedures and service levels.
  • Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Develops business and technical writing skills.
  • Assists Field Support Analysts with technical issues.
  • Engages in special projects as assigned.
Minimum Qualifications
  •  High School Diploma or GED.
  • Two years of relevant experience. 
Preferred Qualifications
  • Associate's degree in a related field.





Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.



Baylor College of Medicine fosters diversity among its students, trainees, faculty and staff as a prerequisite to accomplishing our institutional mission, and setting standards for excellence in training healthcare providers and biomedical scientists, promoting scientific innovation, and providing patient-centered care. - Diversity, respect, and inclusiveness create an environment that is conducive to academic excellence, and strengthens our institution by increasing talent, encouraging creativity, and ensuring a broader perspective. - Diversity helps position Baylor to reduce disparities in health and healthcare access and to better address the needs of the community we serve. - Baylor is committed to recruiting and retaining outstanding students, trainees, faculty and staff from diverse backgrounds by providing a welcoming, supportive learning environment for all members of the Baylor community.


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