Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
NATURE OF DUTIES:
The primary duties of this position are to provide end-user support to employees of CVL.
Travel to other locations is required on a regular basis. Must be available to take calls after hours when the need arises.
SPECIFIC DUTIES:
STANDARDS OF PERFORMANCE:
1. Keeps work area neat and organized. Reports safety issues to team leader immediately.
2. Works efficiently and manages time wisely. Assist other employees when all duties are complete.
3. Communicates any problems, difficulties or concerns regarding job duties to the team leader.
4. Performs all duties without significant error occurring with any regularity.
5. Meets all deadlines and timeframes for completion of assignments.
6. Represents CVL in a professional manner at all times. Demonstrates acceptable ability to interact with physicians, staff (“internal customers”) and “external customers” (patients, family members, insurance companies, home health etc.) on a professional level at all times. Exhibits good communication skills with physicians, patients, team leaders, and co-workers at all times.
7. Exhibits whenever possible a harmonious relationship with other employees in order to accomplish the duties and responsibilities of the position. While perfect harmonious relationships with all employees is sometimes not achievable, not more than an occasional complaint should be received by the team leader about the incumbent of this position.
8. The employee shall work and relate cooperatively with all other employees (internal customers) to assure optimum care for the patients of CVL and to achieve standards of care set forth by the medical staff.
9. Adheres to the CVL Compliance Plan as it pertains to the above specific job duties. Uses best efforts to maintain compliance by following the CVL Corporate Compliance Plan, attending CVL compliance education, following medical documentation guidelines, and communicating concerns regarding compliance issues.
10. Performs accurate and complete documentation in the patient’s medical record, when applicable.
11. Work with the electronic medical record (EMR) staff to maintain quality and work towards future EMR development.
12. Maintains patient confidentiality according to the HIPAA standards of privacy and security.
QUALIFICATIONS FOR THE POSITION:
1. B.S. College degree, preferred.
2. 3 years of experience with administering and supporting a Microsoft Office 365 environment required.
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