Tier 1 support

4 months ago

Orlando, United States TEKsystems Full time
Job DescriptionJob Description

Duration

6

 

Duration Unit

Month(s)

 

Req Description

 

Description

This person will be receiving calls from physicians, nurses and staff. They will be supporting a wide variety of technology issues from info screen to the operation room. They can receive calls on pretty much any piece of technology at the hospitals and clinics. This team supports a total of 80,000 end users. Most important will be for them to answer calls quickly, do their best to diagnose the problem as quick as possible, and create a ticket for the appropriate team. The Tier 1 teams main responsibility is to make sure the queue is clean and hold times are down.

The Service Desk Analyst provides Tier One Call Center support for all AIT supported systems, applications, and equipment.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

\* Adhere to IT Service Management policy and procedures for all in scope process areas.

\* Administers all duties in accordance with established policies, procedures, and standards.

\* Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues.

\* Identifies opportunities to improve team member satisfaction.

\* Processes incoming customer interactions within Service Desk departmental goals.

\* Promptly records specific issues, processes, or reports of customer dissatisfaction.

\* Proposes creation or revisions to Service Desk knowledge documentation and processes.

\* This position may be required to work overtime in order to support business needs.

 

Job Title

Tier 1 Service Desk

 

Top Skills Details

1) The most important skill is critical thought process(person must be able to ascertain what the customer is saying and boil it down to an issue)
2) Person must have excellent customer service skills(ability to empathize and have patience with end users)
3) Call center experience(someone that has dealt with a fast paced call center environment with demanding customers)
4) Experience in a Technical support role or show passion for IT(either gained IT certification, Degree in IT or currently in school for IT)

\*\*THIS PERSON MUST BE FLEXIBILE TO WORK ANY DAYS/HOURS. They have a wide range of shifts that this person can be put on and they do not make exceptions. After their 3rd or 4th week of training they will know what their schedule will be. If it is not a schedule they can work, unless they can switch with someone else in the training class they will be let go as they cannot make exceptions.\*\*

This will be a work from home position however they would like the person to be in the Central florida or Tampa area. Open to Kansas as well.

 

Worksite Address

Altamonte Springs,Florida,United States,32714-1518

 

Additional Information

KNOWLEDGE AND SKILLS REQUIRED:
• Ability to be resilient and successfully perform in a fast paced, dynamic contact center environment.
• Ability to collaborate and work well in a team-based environment.
• Ability to document details of customer interactions.
• Ability to quickly learn system specifics and functionality with little or no documentation.
• Ability to successfully comprehend and process matters related to clinical applications.
• Ability to work with limited supervision.
• Continuous learning of new systems, business processes and concepts are a must.
• Demonstrate excellent oral and written communication skills.
• Demonstrates poise in intense or stressful situations.
• Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.
• Must be a customer service focused and self-motivated professional.
• Must have the ability to work well with people of varying levels of technical abilities.
• Possess a high-level knowledge of industry standard service management tools (preferably ServiceNow)
• Possess critical thinking skills and the ability to multi-task.
• Possess strong interpersonal skills with a positive and enthusiastic attitude.

This person will be required to pass their ITIL certification within the first 60 days. We will provide them with all of the resources needed to prepare for it, and they will go through a boot camp during training at as well. It is about a $350 certification, but they will be reimbursed for it once it is completed.

 

Drug Test Required

false

 

Experience Level

Expert Level

 

External Communities Job Description

Our client in the Healthcare industry is seeking a Tier 1 Service desk technician for a 6 month contract to hire in Altamonte, Springs FL. This is a growing company with opportunity for growth. Tier 1 service desk technicians will be the first point of contact for calls from internal employees with IT related issues. This is a somewhat entry level role, where call center experience is a requirement, and certifications/degrees are a big plus.

 

EVP

They take pride in giving people immediate recognition.
Working at Adventist means you will be a difference maker and impact families.
They offer opportunity for growth, and exposure to some of the newest technologies(example: Utilizing office 365 in new ways, moving to a new outlook client, and are a Cisco HP shop)
They also offer certification reimbursement to employees.

 

Work Environment

There is a total of about 70+ people on the service desk. The team consists of Tier 1 and Tier 2.

It is a 24/7 service desk. THIS PERSON MUST BE FLEXIBILE TO WORK ANY DAYS/HOURS. They have a wide range of shifts that this person can be put on and they do not make exceptions. After their 3rd or 4th week of training they will know what their schedule will be. If it is not a schedule they can work, unless they can switch with someone else in the training class they will be let go as they cannot make exceptions.

Training will be 4-5 weeks and that would be Mon-Friday 7:30a-4:30p. Once training is done they will move to their assigned schedule.

 

Additional Skills Tags

 

Additional Skills & Qualifications

This person must have excellent customer service, be a self starter, and want to grow with a great company. It is important for people to understand the Adventist culture. They should not be surprised if before a meeting they say a prayer, they do no

 

Business Qualification

 

Impact to the Internal/External Customer

Doctors and nurses use technology on a daily basis. If an issue with a piece of technology is not resoled in a timely manner, it an lead to upset families and even as serious as effecting someones life.

 

Interview Information

Microsoft teams video interview with Manager and supervisor.

 

Why is Position Open?

 

Business Challenge

As things begin to pick up and continues their plans to acquire more hospitals, the need for support is extremely important. They recently acquired New Smyrna hospital, and have plans for other acquisitions. They are anticipating an increase in support calls. If Doctors, nurses, and staff are not responded too quickly, it can lead to people\'s lives being affected. That in turn can lead to lawsuits and large financial implications.

 

 

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