Help Desk Analyst
Posted Updated 1
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Description
UMRF Ventures provides students with meaningful professional experience through hands‑on work, leadership development, and career preparation. Our student employees balance academic success with high‑quality, professional work.
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
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- Windows operating system and MS Office applications (Outlook, Teams, etc.)
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- Excellent typing skills
Qualifications and Education Requirements
- Currently enrolled college student
- Customer service experience preferred
Skills
As published by greenhouse · 29 questions · 2 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (6)
- Preferred First Name optional
- If so, which one?
- What is your major?
- What is your expected graduation date? (MM/YYYY)
- If yes, please provide the first and last name of the person who referred you. optional
- What is your University ID number?
Pick from a list (21)
- Preferred pronouns?
- Have you previously worked for UMRF Ventures, Inc.?
- Are you currently working for Methodist LeBonheur Healthcare in another capacity?
- What is your work preference?
- If offered a position, what is the earliest date you can start?
- Are You 18 Years or Older?
- Are you legally eligible to work in the United States?
- Shift Preference?
- Select which days of the week you are available to work (Check all that apply)
- Are you a currently enrolled student at a College/University in the Memphis area?
- What is your classification?
- Which semesters are you available to work?
- Are you authorized to work for a U.S. private employer? (i.e. CPT/OPT is required if international)
- Are you able to train and work in our office located on the South Campus of the University of Memphis?
- Do you have reliable transportation to South Campus?
- Were you referred to this position?
- How would you rate your ability to multitask?
- How would you describe your comfort level with learning new systems or processes?
- If you are unsure how to complete a task, what would you do first?
- Which best describes your preferred work style?
- How did you hear about this job posting?
Written answers (2)
- Why are you interested in working for UMRF Ventures in this position?
- In one sentence, what are you hoping to gain from working with our organization?