Press Ganey Holdings, INC Service Desk Technician II in South Bend, Indiana

About Press Ganey: Press Ganey provides both ongoing advisory services and consulting in all phases of performance improvement. Our patient experience advisors are uniquely trained and skilled to identify areas of opportunity and help clients implement targeted improvement plans. Our consultants, whose health care experience is a true differentiator, work in partnership with organizations to identify and implement best practices across their operations.Simply put, we are vested in our clients success, and dedicated to helping them understand and improve every dimension of the patient experience. Position Description/Overview: Press Ganey currently has an exciting opportunity for a Help Desk Technician in our South Bend, IN office. This role will support the Corporate Service Delivery Department. The Help Desk Technician is responsible for providing first-level software and hardware technical support to the end-user community. Responsibilities include addressing incoming requests and incidents via phone, email, self-service, or in person. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success. Duties and Responsibilities: * Ensure that customer requests or incidents are properly documented within the incident management system. * Identify, diagnose, and resolve level-one issues that are reported to the Service Desk. * Ensure timely escalation of tickets that are not able to be handled by the Service Desk. * Tracking of all assigned and transferred assets listed in the ITAM policy. * Work with members of Technology and the business to ensure that proper documentation exist for supported systems. * Actively seek process improvements to improve efficiencies within IT Service Delivery. Qualifications: * Knowledge of desktop operating systems, various software applications, pc hardware and peripherals, and principles and theories of network systems. * Be seen as a credible business partner by peers, clients and the IT leadership team and must be able to influence resources to deliver in a matrix environment while maintaining high customer satisfaction. Strong leadership will be required to develop the Risk and Security Management organization and to perform effectively as a Technology service. * Ability to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on budget, within schedule solutions as a Technology service. He/she must have demonstrated matrix organization management experience as well as demonstrate understanding of the relationship between risk and security programs and broader business goals and objectives. * Ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills. * Ability to work effectively in a collaborative environment and foster teamwork across all levels of the organization. * Background in successful corporate risk management, technical risk management and security management, related to Technology managed and supported systems. Additionally, he/she must have knowledge and experience in the development and management of an information risk and security program, including identifying critical issues and customizing company-specific practices, to support the governance of information and related technologies. * Strong analytical and process management skills and have a broad understanding of busin