Job Description

Job Description

Look for more than answers.

Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far-reaching consequences, and require sensitivity, tact and a clear dedication to service. Its about providing clarity and hope.

As a Connectivity Operations Analyst, you will work for the world leader in the industry, with a career where you will have the opportunity to collaborate and affect change while expanding your leadership skills and technical knowledge. You can make a real impact in a market that is growing and developing.

Basic Purpose:

The Operations analyst will provide first level technical support for Quest Diagnostics external and internal client connectivity software and hardware products.

The Help Desk analyst will diagnose and resolve complex problems via remote means, which may involve hardware, packaged software, peripheral equipment, and proprietary software. Recognize problems outside the RHD environment and escalate to the Functional Support Groups, including RHD Sr Analysts. Enter all data on calls handled in Service Manager and provide follow-up to ensure calls are resolved and closed promptly. The Help Desk analyst will retain ownership of the ticket until resolution is confirmed.

The analyst is accountable for meeting Individual and team Key Performing Indicators as well as handling high-severity issues within established timeframes.

Responsibilities/Accountabilities

-Diagnose and resolve problems related to the use of Quest Diagnostics hardware, software, peripheral devices, communication packages, host and LAN/WAN connectivity or other problems.
-Understand and comply with security and support policies and procedures.
-Recognize problems and alert appropriate escalation points as needed. (RHD Sr staff or other FSGs as required)
-Uses appropriate tools to log, track, escalate, resolve and close calls and Incidents received by the help desk.
-Follow up on all reported problems, ensuring complete customer satisfaction.
Working relationships
-Perform in a professional manner in all dealings with other team members and customers.
-Set an example for personal leadership.
-Communicate effectively and accurately at all levels.
-Interface directly with managers and analysts from other functional support groups when dealing with the escalation of issues or Incidents.
-Seek and accept new responsibilities.
-Utilize the Helpdesk Kaizen process to identify areas for process improvements. Make recommendations to management using this process.
-Show leadership ability by consistently looking for and recommending changes that will improve morale and users help desk experience.
-Comply with and proactively contribute to the improvement of all established processes and procedures to ensure regular adherence to Service Level Agreements and Service Level Objectives
-Provide excellent customer service to callers by:
-Interacting directly with customers according to Help Desk standard operating procedures
-Using verbiage that is easily understood by non-technical customers.
-Responding to Incidents in accordance with Service level agreements and service level objectives.
-Communicating with the Incident-owning FSGs regularly according to procedures
Provide superior technical support to callers by:
-Troubleshooting and utilizing appropriate questions to pinpoint issues using all procedural and technical tools provided by Quest Diagnostics.
-Escalating issues to the appropriate FSGs or RHD Sr Analysts in a timely fashion to ensure SLAs and SLOs are met
-Be accountable for performance standards including Key Performance Indicators (KPIs) and performance goals set by the Help Desk Management team.
-Actively participate in the continuous improvement of the Regional Help Desk by suggesting process, training, or technology improvements.
-Keep up to date with new technical processes identified and provided for job responsibilities.
-Classify all technical issues appropriately into the ticketing / call tracking software to assist with Root Cause Analysis.
-Comply with Quest Diagnostics mission and standards
-Accept changes in the organization, including additional job responsibilities when appropriate.

Qualifications / Education
-Strong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software (Service Manager)
-Excellent analytical, problem-solving, customer service and communication (written and verbal) skills.
-2-3 years of strong customer service and technical support experience
-Proven ability to write clear and concise problem descriptions
-Strong technical understanding of products supported by Quest Diagnostics and MedPlus
-Knowledge of Help Desk Best Practices and attainment of certification from appropriate Help Desk Institutes
-Knowledge Management experience
-Degree (AA / BS / BA) in computer related field. (Desired)
-Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods.
-Basic knowledge of Internet browsers, remote access / communication packages.
-Ability to identify basic components of data and voice networks.
-Ability to use the core products in the MS Office Suite.
-Strong ability to work through complex problems and provide efficient and effective solutions.
-Proven ability to deliver a high level of quality customer service.

Other Requirements
Working knowledge of Help Desk software tools including Remote Access tools, Problem Management software, ACD, and reporting tools.
Understanding of various distributed platforms (e.g., NT, VAX, UNIX, etc), networking / telecommunications protocols, INTRANET/INTERNET WEB, WAN, LAN, MAN.

Supervising and Coaching Skills
Basic leadership, people management and client liaison skills
In-depth knowledge and understanding of Quest Diagnostics standard suite of products and software.

Special requirements
Willingness to participate in holiday and illness coverage, when necessary, on a rotating basis
On-Call / Pager coverage as needed
Flexible work hours and/or shift coverage
Saturday Coverage

Apply Today

Join us for competitive benefits and development opportunities in a progressive and supportive environment. Help us improve our service, and the experiences of our patients and colleagues. Work with us and together we can be better.

Your Quest career. Seek it out.

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship.