IT Service Desk Associate - Days
About The Position
The Service Desk Associate is the initial point of contact for all technology-related issues within the health system. This role involves assisting customers seeking technical help via phone, utilizing warm transfers to specific IT teams for continuous support, and contacting IT On-Call teams to escalate urgent matters. The associate will provide basic training and instruction on the proper use of applications and hardware and assist in creating knowledge base documents. They will answer basic questions and resolve computer problems promptly. Additionally, they will troubleshoot and resolve remotely any hardware and software issues using various applications and tools to effectively address technical problems. Follow standard Service Desk procedures; logs all help desk interactions; effectively use help desk software; transfer unresolved ticket to appropriate team/s; provide quality and thorough documentation. Meets and maintain standard industry Service/Help Desk metrics. This role is crucial for ensuring the smooth operation of technology services and providing timely and effective support to users. Additionally, the Service Desk Associate may also be called upon to participate in chat services, train new Service Desk hires, and manage Service Desk queues to support the team in handling increased volumes, adapting to ever-changing technologies, and addressing resource constraints more effectively. These responsibilities ensure that the team remains well-prepared to handle a variety of technical issues, maintaining efficient and smooth operations. Performs Job duties as assigned in accordance with mission, vision and values of Tampa General Hospital.
Requirements
- High School Diploma or GED
- Prior Call Center, Help/Service Desk, or IT support experience
- An equivalent combination of education and years of experience
Responsibilities
- Assisting customers seeking technical help via phone
- Utilizing warm transfers to specific IT teams for continuous support
- Contacting IT On-Call teams to escalate urgent matters
- Provide basic training and instruction on the proper use of applications and hardware
- Assist in creating knowledge base documents
- Answer basic questions and resolve computer problems promptly
- Troubleshoot and resolve remotely any hardware and software issues using various applications and tools
- Follow standard Service Desk procedures
- Log all help desk interactions
- Effectively use help desk software
- Transfer unresolved ticket to appropriate team/s
- Provide quality and thorough documentation
- Meet and maintain standard industry Service/Help Desk metrics
- Participate in chat services
- Train new Service Desk hires
- Manage Service Desk queues
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
