Service Desk Representative

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Job Snapshot

• Employee Type: Full-Time
• Location: Remote - Knoxville
• Job Type: Entry Level Health Care Information Technology
• Experience: Not Specified
• Date Posted: 3/20/2024

TeamHealth is named among the "150 Top Places to Work in Healthcare" by Becker's Hospital Review and has ranked three years running as “The World's Most Admired Companies” by Fortune Magazine as well as one of America's 100 Most Trustworthy Companies by Forbes Magazine in past years. TeamHealth, an established healthcare organization is physician-led and patient-focused. We continue to grow across the U.S. from our Clinicians to our Corporate Employees and we want you to join us.

This position is onsite the first 8 weeks for training. After training, the work schedule becomes hybrid. Ideally lives in the Knoxville area.

OVERVIEW:

The Service Desk Representative is part of the IT Client Services department and is the bridge between the internal customer and the IT department. It is critically important to an organization that the Service Desk functions effectively because IT-dependent issues and requests can severely impact business operations.

Service Desk personnel are not only capable technicians but leave a perception with the customer of an organized, professional, friendly, and competent IT department. For this reason, traits such as attention to detail and excellent communication skills are important personal characteristics.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain centralized support interaction center providing assistance to users for the Information Technology department. Promote confidence and ensure prompt resolution of outstanding issues.
• Analyze and recommend appropriate methods and personnel for solution of problems, while maintaining confidentiality of any sensitive information
• Coordinate end-user adds, moves, and changes with all Information Technology personnel and any other resources needed.
• Ready to research questions using a variety of manuals and resources.
• Expected to stay abreast of current news, system information, problems, changes, and updates relevant to our user community.
• Provide first-level contact and problem resolution for all user's customers with hardware, software, and application questions or issues.
• Resolve as many user-reported issues as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Use advance troubleshooting skills and data collection methods.
• Courteously obtain and convey concise problem information for external and internal service personnel.
• Provide accurate, thorough, and timely logging of interactions.
• Identify and escalate issues as appropriate following Service Desk procedures.
• Coordinate interactions between customers and internal support staff to assure accurate issue interpretation. Act as customer advocate.
• Maintain communications with customers throughout the resolution process.
• Utilize superior customer service skills.
• Maintain in-depth knowledge of Service Desk supported products and services.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and complex customer needs.
• Show initiative and act independently to resolve issues.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
• Act as a liaison between customers and technical escalation teams.

Job Requirements

QUALIFICATIONS / EXPERIENCE:

• Associates degree in computer science or related field is required or comparable education and experience.
• 1 to 2 years of work experience in an enterprise network environment, at least two of which included direct end user support.
• Requires proficiency with client-end operating systems and standard office automation software.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and complex customer needs.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
• Resourcefulness, ingenuity, and maturity in decision making and problem solving.