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It Service Desk Specialist-Level 1 - 4425

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It Service Desk Specialist-Level 1 - 4425
Company:

Montefiore Information Technology


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Advertising

It Service Desk Specialist-Level 1 - 4425

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Details of the offer

IT Service Desk Specialist Level I - Call Center IT Service Desk
The IT Service Desk Specialist works in this call-center department and is responsible for level 1 phone support handling an average of 50+ phone calls per shift.
The IT Service Desk Specialist screens and diagnoses inquiries and work requests as they relate to maintenance of personal computers and related systems. The IT Service Desk Specialist either resolves the client's issue or escalates or refers the problem/ticket to the appropriate associate for resolution. The IT Service Desk Specialist provides outstanding client service and contributes to the organization's mission of utilizing information technology to improve patient care.
Responsibilities include:
Level 1 technology phone support for the IT Service Desk / Help Desk
Provide technical assistance to end-users: support for incoming queries and issues related to computer systems, software, and hardware triage (remote into customers' machines if necessary)
Use knowledge-base to research known solutions
Enter all incidents, requests into Service Desk Manager (service desk tool)
Keep all tickets up to date with steps take for troubleshooting how they were resolved
Monitor all requests and assign to correct group / Assign open tickets that cannot be resolved by the Service Desk to specified IT departments
Escalate to Team Lead any issue that needs more investigation
Follow up with end-users/customers to ensure issue resolution
Keep Team Lead/Manager apprised of trend in tickets that could potentially be a Major Incident and be aware of all Major Incidents and communications surrounding them
Be conscious of all workarounds and known errors and communicate to customers as needed
Perform other related duties as required
Required:
Flexible schedule required (weekends, evenings, nights may be required)
Bachelor's degree or equivalent work experience
IT / technology call center experience (high-volume, i.e. 50+ calls per shift)
2+ years of related work experience
Prior experience working with a ticket resolution system
Prior experience communicating with end-users
Excellent customer service skills
Preferred:
Prior experience supporting EPIC in a service desk role
ITIL experience
Department:
Montefiore Information Technology
Bargaining Unit:
Non Union
Campus:
YONKERS
Employment Status:
Regular Full-Time
Address:
3 Odell Plaza, Yonkers
Shift:
Day
Scheduled Hours:
8:30 AM-5 PM
Req ID:
147312
Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.

LI-MF1-REDIRECT; SF-DICE-MIT

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