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Analyst, I.T. Customer Service Center

Cape Cod Healthcare

Hyannis, MA
  • Customer Service
Cape Cod Healthcare
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Job Details

Cape Cod Healthcare

Department: User Services
Schedule: Per-diem
Shift: Day/Evening/Night
Hours: Per Diem Hours, rot days, occ w/e, occ hol
Job Details:


Cape Cod Healthcare is the leading provider of healthcare services for residents and visitors of Cape Cod.  With more than 450 physicians, 4,700 employees, and 1,100 volunteers, Cape Cod Healthcare operates two-acute care hospitals, the Cape's leading provider of homecare and hospice services (VNA), a skilled nursing and rehabilitation facility (JML Care Center), an assisted living facility (Heritage at Falmouth), the Cape's only local laboratory service (CCHC Laboratory Services) and numerous health programs.  We are currently seeking a dedicated Analyst, I.T. Customer Service Center  to join our team at Cape Cod Hospital.



To provide first line support to the users of Cape Cod Healthcare's Information Systems and telecommunications, including both hardware and software problems. Refer unresolved problems to the appropriate IS staff for resolution. 



  1. Maintain a current and expert level of knowledge of Information System technology as it relates to customer support services, including ITIL and IT Service Management, Delivery, Continuous Service Improvement, and a strong commitment to providing world-class customer service.


2.      Contribute to the efficiency and productivity of the department through continued education, IT courses, and/or self-study in the field of Information Technologies. 


  1. Answer all IT Customer Service Center (CSC) requests for assistance, whether via phone, voice-mail, email, in-person, self-service, etc., in a timely, courteous and professional manner, making all reasonable efforts to provide issue resolution before assigning to other IT resources.


  1. Document detailed information on all user contacts using the CSC's service request/incident tracking system, including the nature of the reported issue/request, priority, troubleshooting steps taken, steps required for resolution, and/or assignment of unresolved issues to the appropriate IS Team or staff member(s), after verifying all user contact information.


  1. On a daily basis:
    1. review all open service requests/incidents initiated by you;
    2. establish contact with the person assigned to the task to determine current status;
    3. work with the assignee and/or the user to fully resolve the request/issue;
    4. close the associated incident/request/task ticket(s).
    5. as appropriate, escalate any overdue unresolved issues to the appropriate IT Manager, the Manager of the IT CSC, and/or the Director of MIS User Services for customer follow-up and issue resolution.


  1. After approval from an appropriate IT Management representative, provide users with instructions for configuring remote access to CCHC network resources (i.e. Citrix, ActiveSynch connections, Remote Desktop, Bomgar, etc.).


  1. Access confidential information only when necessary while assisting users with troubleshooting software or network problems.  Treat all information with continued confidentiality.


  1. Remove and/or replace minor hardware components for users when technical support is unavailable.


  1. Assist users over the phone with setup of IT-related devices and audio-visual equipment.


  1. Schedule and track equipment loans (i.e. projectors and laptops) as needed.


11.  Resolve users' procedural issues and/or provide for their minor training needs using CCHC's PC remote control tools by connecting to the user's PC to view their actions and/or assume control of their PC to help step them through the problem resolution.


12.  Assist with maintaining data held within computer applications, such as confidential user, financial and clinical dictionaries.


13.  Set up and inactivate users according to directions provided by IT Management or other authorized requestor, such as HR.


  1. Attend departmental meetings as required.


  1. Serve on IT and/or hospital committees, task forces and teams, as directed.


  1. Assume other duties as directed.


Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers in a manner that reflects Cape Cod Healthcare's commitment to CARES: compassion, accountability, respect, excellence and service.



·         Associates Degree, preferably in a Healthcare IT-related field, OR;

·         Minimum of two years of experience in a technical IT-related position requiring exceptional customer service skills, OR;

·         One year of recent experience working at the IT Helpdesk in a Hospital/Healthcare environment.



HR Use Only:

Zip Code: 02601
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