Service Desk Operator - Communications

DEFINITION

The Service Desk Operator serves as the primary point of contact for employees, patients, visitors, vendors, and external callers requiring communication assistance or technology support. This position combines traditional hospital switchboard operations with IT service desk responsibilities, ensuring effective communication, timely incident reporting, and exceptional customer service.

The Service Desk Operator is responsible for answering and directing incoming calls, operating communication systems, managing support tickets, monitoring operational alerts, providing basic technical assistance, and escalating issues to appropriate personnel. This role supports the continuity of hospital operations through effective communication and coordination of support services.

• High school diploma or equivalent preferred
• Additional education in Information Technology, Healthcare Administration, Communications, or related field preferred.

• Must comply with all hospital policies and procedures.
• Must maintain patient confidentiality in accordance with HIPAA regulations.
• Must complete all required hospital and departmental training.

• Strong customer service and communication skills.
• Basic computer proficiency and ability to learn multiple software applications.
• Ability to multitask in a fast-paced healthcare environment.
• Ability to maintain composure during emergency situations.
• Strong organizational and documentation skills
• Previous hospital switchboard, call center, help desk, or customer service experience.
• Experience with ticketing systems and IT support processes.
• Knowledge of healthcare communication systems.
• Familiarity with common business applications.