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Service Desk - Tampa

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Detalles del trabajo

Area del puesto: Servicios Generales / Varios

Publicación: hace 3 años
Ubicacion del puesto: Florida - Estados Unidos
Trabajo remoto: No
Descripción

Position Title:   Service Desk Analyst 

Length of Assignment:   6 month contract to hire

Location: Must be within a 45 mins drive of Tampa, FL, but will be working REMOTE!

Project Details:

The Service Desk team at this large health care company is the front line for the 60+ hospital systems. They are a 24/7 environment of around 100 individuals.

This is a great opportunities for individuals who are interested in IT and want to break into the field!

GENERAL SUMMARY:

The Service Desk Analyst is a key member of the Service Desk team and plays a critical role in providing a single point of contact for both internal and external customers within this large health care company. The primary function within this role is to respond to incoming requests for support via telephone, web chat sessions, and self-service portal inquiries from all health care facilities.

If you are interested in this position, please email Victoria Conley, Technical Recruiter, your resume along with 2-3 professional references at vconley@apexsystems.com. 

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

  • Provides a single point of contact for internal and external customers within health care company by responding to incoming telephone calls, web chat sessions, and self-service inquiries pertaining to Information Technology incidents and requests
  • Delivers world class customer service by positively engaging with each customer in a professional, empathetic, and friendly manner to ensure a consistent high degree of satisfaction
  • Analyzes, triages, and resolves Information Technology incidents and requests pertaining to the business or clinical environment utilizing remote control technologies and knowledge documentation to support the customer’s needs
  • Provides clear, detailed, and concise documentation in the computerized tracking system by including troubleshooting / resolutions steps and proofreading for spelling / grammar to guarantee high quality work
  • Retains and adheres to all the health care company's policies and procedures in order to maintain compliance and standards within the department
  • Demonstrates adaptability and flexibility in an ever-changing environment by being open to changes, schedule modifications, and mandatory overtime to assist business needs
  • Identifies repetitive patterns of technical issues, knowledge / resolution opportunities and communicates suggestions to leadership to increase department education
  • Achieves individual key performance indicators (KPIs) such as quality assurance, productivity, and employee performance snapshot (EPS) by adhering to expectations in order to align with departmental goals

    • Requirements:  

    -Strong Customer Service Background. 

    -Associate Degree or higher. (Can be currently pursuing degree.)

    -Interested in a career in IT.

    -Open to obtaining a ITIL Foundation Certification. 

    -Able to work remotely from home. (Equipment will be provided.)

    -Willingness to learn. 

    -Positive and self starter attitude. 

    -Ability to think quickly to solve problems.

    Nice to Haves:

    -A+

    -ITIL Foundations Certification

    -Call Center Experience 

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    Sobre el Anunciante
    Apex Systems | Neuvoo
    Estados Unidos
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