IT Service Desk Associate

Overview

Job information IT Service Desk Associate from the Company Inova Health System , this latest IT Service Desk Associate job vacancy is located in the city Sterling, VA located in the country United States . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Call Center field have been opened and published up to the specified time.

Job Responsibility

The IT Service Desk Associate provides Tier 1 phone-based support to internal and external Inova customers through a single point of contact identified to report problems or direct inquiries regarding standard IT related "break-fix" and "how-to" issues in accordance with appropriate industry standards. Provides real-time support to physicians, nurses, other caregivers and other Inova customers.

Responsibilities

• Answers and responds to inbound calls, emails, escalations or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle / route accordingly to the satisfaction of the customer. Communicates courteously and effectively with empathy to ensure customer and service level standards are successfully met.
• Resolves issues in an effective, efficient and timely manner to the customers' satisfaction following Standard Operating Procedures (SOPs) and using the following process : identify, research and resolve.
• Documents work in the ITSM tracking tool and utilizes the Knowledge base for troubleshooting and when appropriate, dispatch following Standard Operating Procedures (SOPs). Documents, tracks and monitors problems accurately to ensure a timely resolution following Standard Operating Procedures (SOPs). Meets or exceeds identified metrics that support service desk SLAs and SOPs.
• Performs proper urgency / impact assessment on incidents following SOPs and escalates callers to appropriate support teams / individuals / Leadership based on event to ensure customer's issues are resolved quickly.
• Updates aging incident and request tickets in individual agent queue at least every 48 hours to ensure customer issues are not forgotten and either resolved or escalated to appropriate support teams for resolution.
• Provides feedback on current knowledge articles and makes suggestions for new articles to knowledge article owners (SMEs) in order to resolve issues as quickly as possible at Tier 1 based upon knowledge centered support (KCS).
• May assist with clinical calls and incidents during higher-than-expected call volume, Downtime / System Outages, or as part of a career advancement strategy.

Qualifications

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