Epic MyChart Help Desk Analyst

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of clientâÂÂs network/ server/ system/ storage/ platform/ infrastructure and other equipmentâÂÂs to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high-priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

• Must be available to work 9:00 AM - 6:00 PM PST and be comfortable working in the PST time zone.
• Must be actively available in the job market (not currently employed) and able to provide resignation or relieving documentation upon selection.
• Must be able to provide educational certificates (high school diploma) upon selection.
• Must be willing to undergo a drug screening.
• Epic Chart experience is Must, * Experience providing both Epic EMR Tier 1 and MyChart Tier 1 support
• Experience working in a help desk/call center environment providing inbound and outbound call support (preferably technical support in nature)
• Experience writing knowledge base articles and tip sheets
• Experience using ticketing systems (in this case ServiceNow experience is preferred), * Epic: 3 years (Required)
• Epic MyChart: 3 years (Required)
• Troubleshoot: 5 years (Required)
• Help desk: 5 years (Required)

$15 - $17 an hour - Contract