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IT Service Desk Specialist Level I - Call Center
The IT Service Desk Specialist works in this call-center department and is responsible for level 1 phone support handling an average of 50+ phone calls per shift. The IT Service Desk Specialist screens and diagnoses inquiries and work requests over the phone as they relate to maintenance of personal computers and related systems. The IT Service Desk Specialist either resolves the client's issue or escalates or refers the problem/ticket to the appropriate associate for resolution. The IT Service Desk Specialist provides outstanding client service and contributes to the organization's mission of utilizing information technology to improve patient care. This position's schedule is Thursday through Tuesday, 9:30 PM to 6:00 AM. This is an on site position located in Yonkers, NY. Responsibilities include:- Level 1 technology phone support for our 25,000+ end-user community on the IT Service Desk / Help Desk.
- Provide technical assistance to end-users: support for incoming queries and issues related to computer systems, software, and hardware triage (remote into customers' machines if necessary)
- Use Knowledgebase to research solutions
- Enter all incidents, requests into Service Desk Manager (service desk tool)
- Keep all tickets up to date with steps taken for troubleshooting and resolution included
- Monitor all requests and assign to correct group / Assign open tickets that cannot be resolved by the Service Desk to specified IT departments
- Escalate to Team Lead any issue that needs more investigation
- Follow up with end-users/customers to ensure issue resolution
- Keep Team Lead/Manager apprised of trend in tickets that could potentially be a Major Incident and be aware of all Major Incidents and communications surrounding them
- Be conscious of all workarounds and known errors and communicate to customers as needed
- Perform other related duties as required
- Bachelor's degree or equivalent work experience
- IT / technology call center experience (high-volume, i.e. 50+ calls per shift)
- Prior experience with call / queue monitoring
- 2+ years of related work experience
- Experience working with a ticket resolution system
- Experience communicating with end-users
- Excellent customer service skills
- Prior experience supporting EPIC in a service desk role
- ITIL experience