IT Service Desk Associate - Days

Job description

The Service Desk Associate is the initial point of contact for all technology-related issues within the health system. This role involves assisting customers seeking technical help via phone, utilizing warm transfers to specific IT teams for continuous support, and contacting IT On-Call teams to escalate urgent matters. The associate will provide basic training and instruction on the proper use of applications and hardware and assist in creating knowledge base documents. They will answer basic questions and resolve computer problems promptly. Additionally, they will troubleshoot and resolve remotely any hardware and software issues using various applications and tools to effectively address technical problems. Follow standard Service Desk procedures; logs all help desk interactions; effectively use help desk software; transfer unresolved ticket to appropriate team/s; provide quality and thorough documentation. Meets and maintain standard industry Service/Help Desk metrics. This role is crucial for ensuring the smooth operation of technology services and providing timely and effective support to users.Additionally, the Service Desk Associate may also be called upon to participate in chat services, train new Service Desk hires, and manage Service Desk queues to support the team in handling increased volumes, adapting to ever-changing technologies, and addressing resource constraints more effectively. These responsibilities ensure that the team remains well-prepared to handle a variety of technical issues, maintaining efficient and smooth operations. Performs Job duties as assigned in accordance with mission, vision and values of Tampa General Hospital.
Essential Functions:
• Following standard Service Desk procedures: * Respond to telephone calls for technical support. * Perform warm call transfers to specific IT teams for continuity of technical support. * Logging all help desk interactions. Providing quality and thorough documentation. * Effective use of the help desk software. * Accurately Transferring unresolved tickets to appropriate team(s). * Effectively and appropriately calling respective IT On-Call teams for appropriate priority incidents following set SLAs.
• Meeting and maintaining standard industry Service/Help Desk metrics.
• Use various applications and tools to effectively resolve technical issues remotely.
• Provide or coordinate basic training/instruction for customers on the proper use of applications and hardware, as necessary.
• Assist with creating knowledge base documents, as necessary.
• Answer basic questions and resolve basic computer problems promptly.
• Troubleshoot hardware, software, and networking problems.
• Install and configure software and hardware.
• Support a diverse user base, including patients, doctors, nurses, administrative staff, and technicians

Education Qualifications:
• High School Diploma or GED Other

Experience Qualifications:
• Prior Call Center, Help/Service Desk, or IT support experience.
• An equivalent combination of education and years of experience.

Skills and Abilities:
• Technical Skills: Proficiency in troubleshooting hardware and software issues, experience with IT ticketing systems (e.g., ServiceNow, Jira, Salesforce), and familiarity with tools like Citrix, Active Directory, O365, and Windows Operating systems
• Communication Skills: Effective verbal and written communication to collaborate with colleagues and customers
• Problem-solving: Analytical skills to identify and resolve issues
• Adaptability: Ability to learn new things and adjust to changing situations
• Teamwork: Willingness to collaborate and support colleagues
• Positive Attitude: Enthusiasm and a proactive approach to work
• Attention to Detail: Ability to focus on accuracy and precision