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- Daily – Monitor ticket queue and ensure tickets are assigned and handled by following procedures:
- Service Level Adherence. Paying special attention to tickets in the 4-7 day old and higher buckets and higher priority items.
- Age/priority ticket acceptance; enforcing anti-cherry-picking practices.
- Assist with ticket queue when necessary.
- Routinely – Monitor call queue and ensure calls are handled by following procedures:
- Outbound calls made.
- Keep call abandonment low.
- Address length of time staff is on a call.
- Breaks and lunch timeframes are within scheduled hours.
- Meal penalties review & coaching.
- Overtime & Off-the-Clock reports and auditing.
- Timesheet corrections, reporting, and approvals.
- Assist with call queue when necessary.
- Frequently – Monitor Glip activity between teams and assist with unanswered questions, find answers, give guidance, and encourage KB article opportunities.
- Live Chat – Scheduling, Quality Control, and Overflow.
- Produce and track SLA adherence using weekly & monthly reporting.
- Weekly – Knowledgebase review ‘Pending Approval’, ‘Pending Publish’, or ‘Out-of-Date’ articles.
- Create articles as needed for support.
- Identify knowledge gaps.
- Bi-weekly training curriculum based on PDS apps/systems portfolios and service transition.
- Stakeholder, active contributor, and influencer across the following operational structures:
- Pre-Cab/CAB (Change Advisory Board).
- Service Transition.
- Major Incidents.
- Escalation Management.
- Problem Management.
- ITSM / 2022 – Fresh service Implementation.
- 2-year technical degree in computer science or a closely related field, two-year experience in a supervisory role, or other combination of experience and education to substitute. 3-years’ experience in the use of information technologies, specifically personal computers, and telephony peripherals.
- An equivalent combination of education and/or experience from which comparable knowledge, skills and, abilities have been achieved may be considered.
- Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
- Experience using an ITSM tool to drive service delivery and performance.
- Proven leadership skills with the ability to coach team members.
- Able to effectively influence and develop strong relationships with key stakeholders.
- Effective communicator across a range of business levels.
- Strong technical background.
- Healthcare IT experience in an enterprise environment.
- Working knowledge of a CMDB.
- Trains, coaches, mentors, and evaluates staff performance; makes recommendations for personnel actions and professional development; ensures the availability of experienced staff to meet help desk needs.
- Proactively develops, implements, and maintains help desk processes and procedures to meet institutional and end-user needs; monitors help desk performance trends and efficiency with a goal of continuous improvement; establishes service level agreements with all users.
- Detail-oriented, organized, process-focused, problem solver, self-motivated proactive, customer service focused.
- Ability to learn quickly, understand complex systems and work closely with others across multiple teams.
- Ability to handle uncertainty, time pressure, and large technical challenges.