IT Service Desk Associate Job at Inova Health System
Under general supervision provide daily Tier 1 phone-based support to Inova customers (internal and external) through a single point of contact identified to report problems or direct inquiries regarding standard IT related “break-fix” and “how-to” issues in accordance with appropriate industry standards. Provides real-time support to physicians, nurses, other care givers and all other Inova customers. Position will be part of a team that operates 24x7x365 to serve the health system customers.
Job Responsibilities
Additional Requirements
Job Responsibilities
- Answers and responds to inbound calls, emails, escalations or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer.
- Communicate courteously and effectively with empathy to ensure customer and service level standards are successfully met.
- Uses judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction following Standard Operating Procedures (SOPs).
- Resolution includes but is not limited to the following: Identify, research and resolve Enterprise issues.
- Documents work in the ITSM tracking tool and utilizes the Knowledge base for troubleshooting and when appropriate, dispatch following Standard Operating Procedures (SOPs).
- Requires accurate documentation, tracking, and monitoring the problem to ensure a timely resolution following Standard Operating Procedures (SOPs).
- Performs proper urgency/impact assessment on incidents following SOPs and escalates callers to appropriate support teams/individuals/Leadership based on event to ensure customer’s issues are resolved quickly.
- Provides feedback on current Knowledge articles, and suggestions for new articles to knowledge article owners (SMEs), in order to resolve issues as quickly as possible at Tier 1 based upon Knowledge Centered Support (KCS).
- Updates Aging Tickets (incidents and requests) in individual agent queue at least every 48 hours to ensure customer issues are not forgotten and either resolved or escalated to appropriate support teams for resolution.
- May assist with Clinical calls and incidents during higher than expected call volume, Downtime/System Outages, or as part of a career advancement strategy.
- Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
- The ability to read, analyze and interpret general technical and business language.
- The ability to effectively respond to questions from managers, co-workers and customers.
- Other duties as assigned.
- Achieves specified performance goals.
Additional Requirements
Education:
High School or GED. Preferred: Associates degree
Experience:
- A minimum of 1 year of IT related Service/Help Desk experience in a high call volume Call Center required
- Experience in answering application, break-fix, and how-to questions in a Service Desk environment. Strong knowledge of customer service practices and procedures. Experience troubleshooting problems with end user devices or applications to include Remote Work, Mobile Devices (Android/Apple), Windows/MAC OS and other end user devices such as printers, scanners, and desktop applications.
Preferred/Desired:
- 2 years of IT related Service/Help Desk experience in a high call volume Call Center.
- EPIC Application/Platform Support.
- Clinical Application Support in a Health System setting.
- IT experience in a Healthcare organization preferred.
- Experience with ServiceNow or similar ITSM tool preferred.
Certification:
Preferred/Desired:
- CompTIA A+.
- HDI – Support Center Analyst (HDI-SCA)
- ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations.
Skills:
- Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
- Basic technical troubleshooting skills and an understanding of software remediation, along with strong customer service skills in a Service Desk environment.
- Possesses a Can-Do Attitude, holding oneself accountable to high standards.
- Ability to work independently and able to contribute in a collaborative team environment.
- Remains calm under pressure.
- Able to work in a fast paced, stressful environment.
- A quick study.
- Strong verbal and written communication skills – ability to communicate with customers/peers/leadership.
- Ability to explain processes and procedures in a clear, easy to understand manner.
- Proactive approach to troubleshooting and resolving customer issues.
- Strong Active listening skills.
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