IT Service Desk Professional

Endava

About The Position

We need this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge and escalate (when necessary) to minimize computer downtime for Client teammates, partners, and customers. This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support. Using basic IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner Provide maximum customer service and issue ownership Provide on-call support as scheduled during non-business hours Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices When necessary, escalate incidents to the appropriate next level support team Communicate with customers, provide status updates and follow-up to ensure satisfaction Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary Complete additional tasks and projects as assigned by Service Desk leadership

Requirements

6 months of related experience
A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
Knowledge of computer, printer, and network troubleshooting and installation procedures
Demonstrated ability to diagnose and troubleshoot Microsoft products
Demonstrated ability to solve issues with healthcare/clinical applications
Commitment to Client’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in everyday performance and interactions
Demonstrated ability to work in a team environment as well as independently
Superior customer service skills and phone etiquette
Excellent documentation skills
Ability to work evening, weekend, and holiday coverage as needed and scheduled
Ability to travel up to 5%
Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service-related experience and/or training or equivalent combination of education and experience
Participation in both internal meetings and external meetings via video calls, as necessary.
Ability to go into corporate or client offices to work onsite, as necessary.
Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
Ability to bend, kneel, crouch, and reach overhead, as necessary.
Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.

Responsibilities

Solve IT problems in a timely manner
Document known issues and solutions
Work with project teams to gather product and process knowledge
Escalate (when necessary) to minimize computer downtime
Ask the appropriate probing questions to determine, diagnose and solve computer-related issues
Apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
Provide maximum customer service and issue ownership
Provide on-call support as scheduled during non-business hours
Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
When necessary, escalate incidents to the appropriate next level support team
Communicate with customers, provide status updates and follow-up to ensure satisfaction
Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
Complete additional tasks and projects as assigned by Service Desk leadership

Benefits

Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus
Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership
Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences
Hybrid work and flexible working hours, employee assistance programme
Global internal wellbeing programme, access to wellbeing apps
Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations
Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
Flexible Spending Accounts (Medical, Transit, and Dependent Care)
Employer Paid Life Insurance and AD&D Coverages
Health Savings account paired with our low-cost High Deductible Medical Plan
401(k) Safe Harbor Retirement plan with employer match with immediately vest