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Information Technology Service Desk Specialist III - Beachwood, United States - Cleveland Clinic
Description
Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation.At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.
As an Information Technology Service Desk Specialist III, you will:Provide phone-based technical support to all Cleveland Clinic Customers (internal/external).
Handle escalations to facilitate First Contact Resolution from peers, patients, caregivers and physicians.
Perform research to resolve customer issues utilizing admin rights and software deployment.
Coordinate enterprise downtimes, respond to Self Service incidents and Simple Provisioning and handle all incoming emails.
Handle general administrative duties as assigned.
The ideal future caregiver is someone who:
Thrives working both independently and as part of a team.
Demonstrates innovative and critical thinking.
Is self-accountable, proactive and a quick learner.
Has excellent communication, analytical, customer service and active listening skills.
This role will allow you to create the foundation in healthcare that you've been looking for.
You'll be supported as you enhance your skills and advance your career as this position offers tuition reimbursement and endless opportunities within Cleveland Clinic.
At Cleveland Clinic, we know what matters most.That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you.
Here, you'll find that we offer:
resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future.
When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.
Responsibilities:
Owns the identification and coordination of major incident activities. Proactively and reactively monitoring interfaces and responds to network activity and interface alerts to ensure stability of applications.
Delivers internal team support consisting of Peer to Peer assistance for Service Desk Specialists I/II with general guidance on issue resolution.
Mitigates concerns for escalated callers when appropriate to de-escalate; Escalates to Leadership based on event to ensure customer's needs are met.
Provides High Level of customer satisfaction and quality and represents Cleveland Clinic to vendors.
Provides effective telephone diagnostic evaluation of all customers and all call types including Enterprise and Clinical support using judgment and timeliness in responding to and resolving each issue or complaint to the customers' satisfaction.
Follows standard procedures for work completion and/or updates as appropriate and meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
Provides feedback on current Knowledge articles, verifies knowledge feedback from Service Desk Specialist I, II and submits to corresponding team for creation.
Education:
High School Diploma or GED or equivalent required.
Associate's Degree with three years of Service Desk and one year of IT-related experience may substitute the experience requirement.
Bachelor's Degree with three years of Service Desk-related experience may substitute the experience requirement.
Certifications:
For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.
Help Desk Institute (HDI) certification (or other IT Service Desk certification) preferred.
Complexity of Work:
Provides advanced technical troubleshooting.
Possesses innovative thinking, problem-solving skills and able to multi-task and prioritize.
Strong knowledge of operating systems, software remediation, possess strong customer service skills, and call center environment.
Knowledge of IOS devices preferred. Possess strong knowledge of Cleveland Clinic environment, applications and support teams.
Holds self-accountable to high standards.
Ability to work independently or in a team environment.
Remains calm under pressure.
Able to work in a fast paced, stressful environment.
Learns quickly.
Strong verbal communication skills - ability to communicate with customers/peers/leadership.
Ability to explain processes and procedures in a clear manner.
Demonstrates advanced active listening skills.
Proactive approach to work.
Strong Analytical skills.
Ability to identify issues and solutions to represent the service desk in business engagement meetings.
Work Experience:
Four years of IT-related Service Desk experience in a high call volume Call Center required.
IT experience in a Healthcare organization preferred.
Physical Requirements:
Ability to perform work in a stationary position for extended periods.
Ability to travel throughout the hospital system.
Ability to operate a computer and other office equipment.
Ability to communicate and exchange accurate information.
Personal Protective Equipment:
Follows standard precautions using personal protective equipment as required
Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic.
Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
