Service Desk Agent - Temp

25 Nov 2024

Vacancy expired!

Job Description:The Service Desk Agent - Staff role is to ensure proper computer operation so that end-users can accomplish business and clinical tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual assign the ticket to 2nd or 3rd tier support for the purpose more advanced or hands-on help. The agent fields calls regarding all Intermountain Healthcare systems including desktops, networks, telephones, operating systems and Intermountain's proprietary systems. This position must be able to work unsupervised and will serve as a resource to associate level agents. Fully functioning, journey-level professional experienced in most aspects of service desk support. Incumbent's ability encompasses broad knowledge required within the service desk area. Typically implements designs or approaches developed by others. Is able to function independently and produce results that meet standards of quality, timeliness and acceptability with minimal supervision and general direction.This is temporary position for 6 months to 1 year.Job EssentialsFields incoming help requests from end users via both telephone and e-mail in a courteous manner.

Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Builds rapport and elicit problem details from service desk customers.

Resolves requests and incidents. Escalate problems (when required) to the appropriately experienced technician within the service desk group or Tier 2 and 3 Support.

Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution under general direction.

Applies diagnostic utilities to aid in troubleshooting.

Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identifies and learns appropriate software and hardware used and supported by the organization with minimal supervision

Tests fixes to ensure problem has been adequately resolved.

Minimum QualificationsAssociate's degree in computer science, information management, or other computer-related field. Degree must be obtained through an accredited institution. Education is verifiedand -

Three years of service experience, or any combination of education and experience.Three years of service experience, or any combination of education and experience.and -

Demonstrated knowledge of basic computer hardware (pc, mouse, monitor, keyboard).and -

Demonstrated strong documentation skills.and -

Experience in documented customer service role.Preferred QualificationsStrong written and oral communication skills.and -

Good interpersonal skills.and -

Ability to present ideas in user-friendly language.and -

Keen attention to detail.and -

Ability to effectively prioritize and execute tasks in a high-pressure environment.and -

Strong customer service orientation.and -

Experience in a healthcare environment.and -

Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.and -

Highly self motivated and directed.and -

Strong customer service orientation.and -

Experience working in a team-oriented, collaborative environment.#LI-SM1Physical Requirements:Interact with others requiring the employee to communicate information.and -

Operate computers and other IT equipment requiring the ability to move fingers and hands.and -

See and read computer monitors and documents.and -

Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.Location:Lake Park BuildingWork City:West Valley CityWork State:UtahScheduled Weekly Hours:40Equal Opportunity EmployerIntermountain Healthcare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.Thanks for your interest in continuing your career with our team!

Full-time
  • ID: #23485859
  • State: Utah Westvalleycity 84119 Westvalleycity USA
  • City: Westvalleycity
  • Salary: USD TBD TBD
  • Showed: 2021-11-25
  • Deadline: 2022-01-24
  • Category: Et cetera