I would highly look elsewhere to start your help desk career, they expect you to handle 60 calls a day, do web tickets, and some how expect you to create knowledge base articles in your time between calls. How can you achieve that when you have back to back calls 24/7? Oh and the fun doesnt stop there, you are taking calls from everywhere and all the processes are different from each hospital. So imagine 1 hospital doing 1 process for an application and another hospital a different process for that same application and HCA has over 160 hospitals. For that 1 application you would need to know over 160 different types of processes. The kbs there are incomplete and mostly out of date. Whats even worst is management, they are hard into the metrics and when they say "oh its only half the story, we need to know the half on why your arent meeting your metrics" dont believe them. You are offically on there naughty list. If you speak up to management (ie. Directors or above) they will have no issue getting rid of you right then and there. They know nothing about work and life balance. They expect you to be super thankful for having a job when right now there are a tons of other better paying jobs. When everything was local, The service desk was a smooth running machine but now which they opened the local service desk to take calls across the US destroyed the well oiled machine. Its gotten so bad alot of the local hospitals are bypassing the service desk and calling the local techs for assistance. I dont blame them their ASA are close to 10mins all the time. Thats not a good stat to have especially when you are assisting nurses and doctors to help fix patients. In other words they dont put the patients first cause if they did, they would staff appropriately,streamline processes and empower the analyst to fix the issues instead of being ticket takers. Its gotten so bad there that HCA doesn't want the service desk under them any longer, they restructured the service desk under their sister company parallon, so they can separate themselves from this dumpster fire of a service desk. Although I did meet some amazing people and made lots of friends while there. -
