Service Desk Technician
About The Position
The Service Desk Technician is the first point of contact for internal customers, as well as hospital patients, to report incidents, problems and or requests. As such, excellent customer service, accurate documentation, thorough analysis, as well as empathy and a calm demeanor, are critical to ensuring quick resolution, and appropriately de-escalating customer concerns and encouraging confidence in our services. This role serves as the primary point of initial troubleshooting for all reported incidents and problem, and is expected to provide resolutions whenever possible. The Service Desk Engineer works in close collaboration with the Information Systems team(s) to ensure the continuity and efficacy of customer service through the support request process.
Requirements
- Associates degree in Computer Science/Technology with 2 years strong customer service experience required.
- In lieu of educational requirement, high school diploma and 4 years solid helpdesk experience required
Responsibilities
- Provides first-line, technical support for customers and patients, addressing basic customer support issues such as general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural "how-to" questions, etc.
- Utilizes Resource Central to manage workload, document, analyze, troubleshoot, resolve, and escalate issues called into the Service Desk, as well as ticket submissions placed via the Self-Service Portal
- Assists Eskenazi Health patients with configuring MyChart. Provides assistance, such as password resets, to patients over the phone
- Acts as liaison between hospital staff, vendors and end-user
- Communicate effectively with department personnel/all levels of personnel throughout the organization
- Performs best effort level troubleshooting on reported incidents and problems to prevent ticket escalation
- Provides correct and current 10 digit contact number and email address in all tickets
- Must answer calls within 2 rings to your extension, when not already on a call
- Create a ticket, in Resource Central, for every new call received
- Provides status updates to end users on existing tickets
- Maintains complete and accurate documentation in tickets, including record updates, in Resource Central, for every call regarding an existing open ticket with details of the discussion regarding each additional call
- Maintain accuracy and "on time delivery" of any assigned reporting
- Report any discrepancies, in assigned reporting, to management
- Escalate tickets to the appropriate resolver groups, as according to published Knowledge Base articles or specific organizational knowledge
- Knowledge of Active Directory and resetting passwords
- Must communicate possible system degradation to appropriate oncall Support Group
- Utilizes Standard Operating Procedures to communicate the status of Problems and Service Interruptions to the organization
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
