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Service Desk Support Specialist

2 months ago

Tyler, Texas, United States Christus Health Full time
Job Summary

The Service Desk Analyst is a key member of the Information Management and Service Support Division, responsible for delivering exceptional customer service and technical support to CHRISTUS Health and external customers.

Key Responsibilities
  • Technical Support: Provide first-level technical support for hardware and software issues, including password resets, in a professional and timely manner.
  • Customer Service: Deliver Five-Star Customer Service to customers through phone calls, emails, or self-service tickets, ensuring a positive and customer-friendly attitude.
  • Incident Management: Acknowledge customer issues immediately, determine the need, and help customers resolve issues or requests.
  • Knowledge Sharing: Participate in departmental programs that promote and deliver exceptional customer service, and create Knowledge Base Articles and Wiki entries for Information Management support teams.
  • Collaboration: Work closely with internal and external support technicians and analysts to ensure customer SLAs are met, and follow up on ticket status updates.
  • Process Improvement: Assist in evaluating change management resolutions on new products and technologies for the organization, and facilitate knowledge sharing among teams.
  • Communication: Serve as a liaison between the Information Management Department and all customers, and perform other duties and special projects as assigned by the Service Desk Team Leads, Service Desk Supervisor, or Service Desk Manager.
Requirements
  • Education: High School Diploma
Work Type:

Full Time