Service Desk Specialist

Service Desk Specialist

Posted 3 years ago

Job Description:

  • Handle a high volume of calls during the shift, with a positive client service demeanor.
  • Impart knowledge to clients.
  • Identify problems and provide solutions to client issues ensuring client satisfaction and productivity.
  • Escalate issues as requested

Responsibilities:

  • The Service Desk Specialist is responsible for screening, referring, and diagnosing customer inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • He/she either resolves the client’s issue or escalates or refers the incidents to the appropriate associate or product support team for resolution.
  • The Service Desk Specialist provides outstanding customer service and contributes to the organization’s mission of utilizing information technology to improve patient care.

Duties:

  • Handle a high volume of calls during the shift, with a positive client service demeanor.
  • Impart knowledge to clients.
  • Identify problems and provide solutions to client issues ensuring client satisfaction and productivity.
  • Escalate issues as required and ensure a timely distribution of information within the organization in order to expedite the resolution of complex problems.
  • Follow the client support guidelines and procedures in researching questions in order to provide excellent client service and technically accurate answers.
  • Use and maintain support documentation, policies, processes, and methods of support delivery.
  • Communicate service policies for products supported by the Client Support group.
  • Research and communicate incident or service request status as requested by client.
  • Attend client support training sessions offered within the group and participate in training workshops to enhance current skill base and learn new skills.

Requirements:

  • Handle a high volume of calls during the shift with a positive client service demeanor
  • Identify problems and provide solutions to client issues ensuring client satisfaction and productivity
  • IT Service Desk Needed
  • Experience with IT Service in Mobile Device Management;
  • Experience troubleshooting iOS and Android mobile devices and following technical scripts to fix the mobile device issues
  • If issues can’t be resolved, triage the caller tickets to the other IT support groups
  • Familiarity with Maas360 is preferred. Past IT service desk experience is a plus that involved taking calls and documenting tickets in ticketing system.

Client Facility is a professional services organization with a matrix reporting structure. Associate’s roles may differ depending on the project, however, their position and title remains the same.

 

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