Service Desk Specialist I

4 days ago

Greenville, North Carolina, United States Vidant Health Full time
Job Title: Service Desk Specialist I

About the Role:
The Service Desk Specialist I is a key member of our ITIL-aligned Service Desk team, providing support and service to customers across the organization to effectively resolve their daily technology challenges. This role receives and resolves reported issues and requests for service and information using a variety of tools and methods, while providing outstanding customer support with a focus on quality, consistency, and continual service improvement.

Responsibilities:
  • Ability to learn new skills quickly and apply them in a fast-paced environment.
  • Identify, analyze, and resolve incidents using a methodical approach and follow test plans and change management processes.
  • Support the evaluation, testing, and implementation of defect patches, system upgrades, and releases according to the Information Services support model and change control procedures.
  • Perform testing activities and assist users in the testing of all new systems and modifications before implementation into the production environment.
  • Plan, schedule, and monitor own work within set timeframes, demonstrating an organized approach to work and adherence to relevant regulations, standards, and procedures.
  • Follow defined processes for the definition, production, and usage of data, identifying risks associated with managing or sharing our data.
  • Understand and apply basic personal security practices and demonstrate routine security practice and knowledge required for own work.
  • Ability to document key data points and common support processes on technology managed directly or indirectly within IS.
  • Identify process and performance improvement opportunities to enhance team and departmental functions.
  • Basic knowledge and ability to follow ITIL service management practices, including Change, Incident, Problem, Service Level, Request, Asset, and Release.
  • Understand the importance and role of governance and comply with incident and request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions and safety risks.
Requirements:
  • Associate or computer technology certifications or equivalent relevant experience.
  • 1-3 years of experience in a Service Desk or Customer Support environment.
  • Familiarity with computer software, hardware, and peripherals and proficiency with common productivity tools.
  • Demonstrated remote support troubleshooting and problem-solving capability.
  • Experience effectively prioritizing and executing tasks in a high-pressure environment.
  • Understanding of Service Desk metrics used to measure individual and team performance.
Work Schedule:
Hours: 7 am to 4 pm or 8 am to 5 pm. Rotating weekends.

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