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.

Adheres to TMC organizational and department-specific safety, confidentiality, values policies and standards.

Performs related duties as assigned.

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.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Skill in troubleshooting and following basic triage requirements to determine customer’s issues via telephone.

• Skill in following up on customer issues and forwarding needs as necessary.

• Ability to communicate effectively via telephone, text messaging, email and documentation.

• Ability to respond to sensitive and/or confidential inquiries or complaints from physicians, clinical staff, business leaders, executives or employees in an appropriate manner.

• Ability to effectively present information to management.

• Ability to speak up assertively to correct errors, prevent problems or avoid potentially negative outcomes.

• Ability to work effectively in a team environment.

• Ability to calculate figures and compute rate, ratio, and percent and to draw and interpret bar graphs and apply basic algebraic concepts.

• Ability to apply principles of logical, scientific thinking or critical thinking to a wide range of intellectual and practical problems.

• Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.) and deal with a variety of abstract and concrete variables.