Department Spotlight: Help Desk

You know the feeling. Something’s wrong with your computer, and a sense of helplessness overwhelms you. It’s at this point that you know you can turn to a trusted group of problem solvers – Beacon’s Help Desk. This dedicated collection of talent keeps the thousands of computers across the health system running smoothly.

There are 11 Help Desk analysts who provide 24/7-coverage for all Beacon locations: Elkhart General Hospital, Memorial Hospital, Beacon Medical Group locations and nearly 60 additional sites. Help Desk fields an average of 450 calls each weekday, 9,600 calls each month, with each call averaging 4½ minutes. They resolve around 75 percent of all the calls/tickets, while the rest are assigned to system analysts, tech support or informatics, depending on the urgency needed.

“I am grateful for the daily contributions our Help Desk associates make to Beacon Health System,” says Beacon Chief Information Officer Mark Warlick.

“Their knowledge of information technology, customer-service skills and ability to resolve problems efficiently help the rest of our associates to continue to work at a high level.”

HELP DESK ASSOCIATES:

Jimmy Peng, Help Desk Coordinator, Information Systems
Cindy Spaeth (not pictured)
Neil Gappa (not pictured)
Kim Daugherty
Ron Alan
Brian Fuller (not pictured)
Shammon Warren
Sarah Dolezal
Adam Wachs
Kevin Byrket (not pictured)
James Dickens