Service Desk Specialist

SUMMARY:
Ensure the delivery of services to all Information Services (IS) customers (24 x 7, 365 days per year), ensure service levels are achieved in line with customer expectations for timeliness, effectiveness and professionalism. Ensure proper routing of all customers’ incidents or logged service requests. Ensure delivery of service is in line with SLAs and quality standards. Responsible for proper written communications regarding outages, maintenance and other items to customers in the organization.

ESSENTIAL FUNCTIONS:

Uses verbal, written and listening skills to effectively define the customer’s issue; interacts with customers in a professional, courteous, positive manner; sets appropriate expectations with customers.

Follows defined hand-off processes to dispatch the appropriate team/person/vendor to solve the issue

Assists team lead in documenting processes to triage supported applications.

Utilizes all appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.

Follows all standardized practices and processes defined by manager or team lead.

Closes and resolves assigned service requests in a timely and effective manner.

Participates in process improvement activities, both internally for team, IS and externally for customers, to improve workflows, reduce time to resolution, reduce calls and improve quality and the end user experience.

Identifies a console message to the appropriate system within TMCH; takes appropriate action to resolve console messages.

Creates basic statistical reports regarding calls and resolutions.

MINIMUM QUALIFICATIONS

EDUCATION:  Associate's degree; or an equivalent combination of relevant education and experience.

EXPERIENCE:  Six (6) months of related customer service experience.

LICENSURE OR CERTIFICATION: None required.