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.