Vacancy expired!
- Act as a liaison between our client and technical support teams.
- Maintain regular client meeting cadence to discuss, present and track technical projects/issues
- Annual creation, presentation, maintenance, and execution of Technical Business Review (consult and inform)
- Participate in timely client communication and tracking when emergency or escalated issues arise
- Maintain and contribute to documentation in ServiceNow.
- Directs team activities, lead, and manage team members
- Successfully follow protocols, processes and policies as outlined and presented by leadership via email, training materials and team meetings
- Operations of the day-to-day components of the Practice Service Desk. This includes, but is not limited to, trouble ticket resolution, technical customer service, and response to other items related to technology operations.
- Proactively raise flags to the rest of the IT team on potentially wider issues by keeping a pulse on incoming issues and trending site topics.
- Responds to and resolves requests for assistance with computer systems and provides superior customer support experiences for users.
- Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
- Trouble-shoot and escalate customer issues for which tier 1 Service Desk is unable to resolve.
- Determines appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.
- Partners with product owners to ensure root cause analyses and elimination of service disruptions.
- Provide feedback and updates to customers and other appropriate teammates from start through resolution of enterprise-wide technology issues.
- Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed customer expectations.
- Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.
- Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
- Create standards and procedures to support service desk platform and processes.
- Build and maintain KPI measurements and reports to monitor service desk performance
- Participation in on-call support
- Other duties as assigned and occasional travel
- Knowledge and understanding of best practices for service management.
- An ability to think critically about systems and adjust as needed.
- Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
- Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
- An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
- Strong knowledge of hardware, software, and network troubleshooting
- Strong Project Management & Portfolio Management
- Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure
- Able to successfully multitask and prioritize service issues
- Experience with remote management of client computers and servers
- Strong knowledge for performing:
- Active Directory and Exchange user and group maintenance tasks
- Virtual Environment Management of Exchange 2010-2019/O365, SQL server management and understanding of various Microsoft Server products (Hyper-V, VMWare, Remote Desktop Services, etc.)
- Bachelor's degree in information systems or healthcare related field is preferred
- 1-2 years of experience in technology, service desk, and helpdesk
- Healthcare related experience a plus
- ITIL certification a plus
- Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted
- ID: #49840539
- State: Tennessee Nashville 37246 Nashville USA
- City: Nashville
- Salary: $45000 - $55000.00 per annum
- Job type: Permanent
- Showed: 2023-05-02
- Deadline: 2023-06-30
- Category: Systems/networking