IT Service Desk Specialist II-Hybrid
2 weeks ago
I. General Summary
Under general supervision of the Manager, IT Service Management and Customer Service, provide IT technical and UMMS specific service and support in a high volume and complex hospital shared services Service Desk. Interacts with staff in a professional manner while providing excellent customer service while responding to and resolving or escalating service requests, incidents and problems.
II. Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Provides a timely response to multi-channel reported service requests or incidents. Provides first level analysis and resolution for reported incidents. Masters base knowledge of hospital applications, hardware, access and compliance processes and other IT operational needs to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Service Desk staff members.
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