Help Desk Liaison (Call Center)

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Help Desk Liaison.

In this role, the Help Desk Liaison is responsible for daily oversight of NYU Healths 24x7 outsourced Tier I Helpdesk operations. Incumbent will direct, manage, plan and administer the operational and administrative activities of the Help Desk function. Serves as a central point of contact for support operations and activities.

Job Responsibilities:

POSITION RESPONSIBILITIES

• Manage daily Help Desk operations including governance of outsourced vendor providing Tier I support. Responsible for guidance, assistance, coordination and follow-up on client inquiries, escalations, problem reports and the identification and resolution of reported problems in the clinical system and related supporting applications and infrastructure.
• Oversee daily Helpdesk operations for NYU Health enterprise including: daily HEAT queue active ticket monitoring and conducting daily call recording reviews. Establish standard `call scripts to help address ongoing issues. Review daily customer satisfaction survey responses; contact end user and take appropriate action to address issues. Responsible for the development, implementation and maintenance of policies and standard operating procedures.
• Initiate, manage and participate in Helpdesk and end users support projects, including automation implementation and online self-service catalog development.
• Serve as a liaison and conduit between Medical Center IT(MCIT) service owners and Helpdesk vendor for procedural and information updates exchange.
• Participate in Helpdesk contract negotiations; review& edit amendments working with the MCIT contract management team.
• Drive proactive service measures - reducing status calls by implementing practices to manage end users expectations and redirect to online catalog status; drive password resets to online tool. Perform data analytics on call data and initiate, implement and drive helpdesk optimization efforts. Monitor client requests to identify systematic trends and develop action plan to address. Create, review, evaluate and prepare periodic performance reports.
• Work with outage management and operations teams to derive outage impact to operations (e.g. Financial and scope) through Helpdesk statistics reports. Work with MCIT teams to educate Help Desk agents on NYU environment, known issues and fixes, new applications, etc. Coordinate with MCIT managers and vendors to identify and resolve problems. Represent the area in meetings with support groups, vendors and management.
• Manage contractual SLAs. Run month-end reports to derive monthly contacts. Manage Helpdesk financials, invoices & service level tracking.
• Create and maintain dashboard reports, as needed. Trend data and suggest proactive measures and service improvements based on analytics.
• Serve as central point of contact for support-related service, end-user escalations and inquiries.
• Demonstrate knowledge of the organizations Service Standards and incorporate them into the performance of duties. Perform related duties as assigned or requested.

Minimum Qualifications:
To qualify you must have a BA/BS degree with 5 or more years of experience.
SKILLS/QUALIFICATIONS

• Previous experience with vendor governance, management & contractual operations
• Experience managing multiple projects and initiatives
• Ability to manage financial Helpdesk administration, including managing a multi-million dollar budget, invoices and contractual service level requirements/penalties
• Extensive customer support experience
• Knowledge and management of support venues, including self-service, chat, bots, etc.
• Extensive knowledge of IT operations
• Technical, hardware and innovation skills. Able to think outside the box and come up with solutions to complex problems.
• Ability to independently develop & implement support strategies.
• Strong leadership, consultative and communication skills, analytical ability, decisiveness, judgment, and the ability to work effectively with end users, IT, staff and manage vendors.

EDUCATION AND EXPERIENCE
Bachelor degree in Computer Science or a related discipline
Minimum of 5 years previous experience managing a technical or clinical Helpdesk
Health care experience a plus; understanding of the requirements of an integrated academic medical center
Industry vendor knowledge and established relationships
Effective speaker, collaborative worker and good writing skills
Able to translate complex technical information and implications in business-oriented language

Preferred Qualifications:
Prior supervisory experience is preferred but not required.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.

NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $106,229.95 - $123,000.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.