IT Help Desk Analyst
4 weeks ago
Responsibilities:
- Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.
- Securing Data/Information - Protect the integrity and confidentiality of all data and information through physical and electronic measures.
- Call/Chat Quality Evaluation Acknowledgement/Feedback Application - Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
- Troubleshooting - Has a fundamental understanding of system support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket.
- System Interruption Response and Handling - Follow the System Interruption Handling process consistently. Communicate with other staff for possible system-wide interruption.
- Meeting Participation - Attend meetings on time, ask questions and apply feedback
- Disaster Recovery Adherence - Understand the basics of Disaster Recovery processes.
- Answering Support Calls/Answer Support Chats - Provide customer service support to any or all customers via calls/chats.
- Ticket Quality - Document and manage end-user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team.
- Technical Skills/Problem Solving - Understand the basic technologies. Apply basic problem-solving skills to achieve resolution.
- Familiarity with modern technology and best support practices through education or practical experience.
- Prior customer service experience required.
- Excellent interpersonal, written and communication skills required.
- Ability to work in a fast-paced environment.
- Willingness and flexibility to adapt and adopt rapid technology and process changes
- Effective problem-solving skills that center around research, teamwork, decision making, and emotional intelligence
- Familiarity with applications used in the UPMC environment (Office 365, Cerner, Medipac, Epic, etc.)
- Experience with Cherwell or other IT Service Management systems
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