Service Desk Representative

Key Responsibilities

• Provide Level 1711/2 IT support for all USON sites and customers through phone, chat, or self‑service tickets, following set procedures for logging, reporting, and monitoring the IT environment set by the USON Service Desk Manager
• Identify and Escalate situations requiring urgent attention in a timely manner
• Track and Route incidents and requests
• Maintain outstanding documentation regarding ticket management workflow; description of the issue and resolution steps taken
• Adhere to quality standards, regulatory requirements, and company policies
• Ensure compliance with acceptable use, information security, and other technology policies
• Utilize the Knowledge Base for processes and steps to support customers in a consistent manner
• Ability to troubleshoot and resolve problems with:
• Active ntawv үчүн
  • Add/Change/Delete
  • Network file permissions
  • Security Group concepts
• Citrix
• Windows 10 Desktop using remote tools
• Microsoft Office 2016, Office 365 hosted applications, SharePoint, Excel, Word, and additional workplace software products
• Network scanning/printers
• Cell phones, tablets, and other mobile/wireless devices
• Able to work various shifts and overtime as needed to cover issues that might arise
• Assist with maintaining knowledge articles to ensure the required troubleshooting information is gathered
• Required to be on a rotational on‑call schedule
• Maintain less than 30 second answer times
• Maintain 95% customer satisfaction
• Maintain 85% puesta call resolution
• Time management
• Always demonstrate proactive customer care behaviors and possess outstanding customer service to defuse angry customers
• Advanced problem‑solving skills. Sorts through complex issues and conducts analysis of multiple solutions
• Required to be on rotational on‑call schedule

• Experience in the healthcare industry
• Bomgar knowledge desirable
Mouse>

Basic networking and telecom knowledge desirable
• Ability to prioritize and execute tasks within a fast‑paced environment
• Uses sound judgment/assessment to determine when incidents should be handled or escalated to achieve call/case resolution
• Strong organizational skills and attention to detail
• Ability to work with a diverse environment
• Excellent troubleshooting and critical thinking skills will be a requirement
• Must possess excellent communication and written skills, and have knowledge of advanced and current computer hardwareपालिका>}
• Able to manage time to help meet the goals and objectives set for the Service Desk
• Active Directory: 1‑2 years (Preferred)
• Citrix? 1‑2 years (Preferred)
• 1‑2 years of experience with Remedy force/Service Now or a compatible ticketing system
excelenteberry

• Knowledge of deployments (hardware and software)
• 2‑5+ years of IT working knowledge of fundamental operations of relevant software, hardware, and other equipment
• Knowledge of relevant technical call tracking application
• Knowledge and experience working in customer service
  
  URES practices
• 1‑2 years working in a Service Desk environment/healthcare industry

• 2‑year degree in computer science, related field, or equivalent experience
• CompTIA or A+ Certification a Plus
• Any Microsoft certifications a Plus
• HDI?s Customer Service Representative or Support Center Analyst a plus