Service Desk Representative - Jackson, United States - Select Source International Pvt Ltd

Select Source International Pvt Ltd Jackson, United States

2 weeks ago

Description

Job title – Service Desk Representative

Location – Fully Remote

Duration – 6+ Months

Shift hour :
(Monday-Friday) 10am-6:30pm or 10:30am-7pm Monday-Friday. EST

Pay Rate:
$20/hr on W2

Duties

PRINCIPAL DUTIES AND RESPONSIBILITIES:
2 Weeks of Training with variable shifts possible
Position is remote

Assisting with identification verification, password resets
Elements
Duo step, logging into systems
Confidentiality
Customer service experience
Possible extension

Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of HFHS locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software
Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources
Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests

Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.

Knowledge of Henry Ford Health System and its technical teams, support teams, network, hardware, and software preferred.
May be requested to test new technologies and support structures to help with later integration across the rest of the team
Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information
Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels
Contribute to the growth and maintenance of our knowledgebase
Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment
Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly
Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the current state of the Service Desk and any emerging, ongoing, or resolved issues
Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience
Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions
Adhere to HFHS guidelines for attendance & timeliness
Perform job duties efficiently

This includes:
o Multi-tasking appropriately for extended periods

o Prioritizing work logically and per departmental requirements

o Meeting all deadlines

Skills:

Must possess the following skills and personal qualities:

Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.

Interpersonal skills demonstrating consensus building, collaborative spirit, rapport-building, listening and methodical questioning
Ability to work under pressure, establish priorities and respond with urgency.
High technical aptitude and strong PC literacy skills
Successful experience with working independently and under pressure
Successful experience with working on a team and actively contributing as a team member
Strong analytical, prioritization, and organizational skills.
Able to work carefully, paying close attention to detail
Sense of urgency regarding all security/privacy practices and procedures.
Self-directed and able to thrive in a fast-paced environment with frequent changes
Be a team player focused on rapport building
Demonstrate initiative and being proactive
Demonstrate willingness to learn and coachability
Accepts and respects diversity without judgment
Ability to understand and protect the privacy and security of patient and employee data
General understanding of network topologies and security protocols
Fluent English language skills

Education:

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

MINIMUM EDUCATION PREFERRED EDUCATION

EDUCATION/EXPERIENCE REQUIRED:

High School Diploma or equivalent required.
Some college, or 1 2 years of vocational technical training, or an Information Technology/Support industry certification
A relevant Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.
Certification in IT Service Management (ITSM/ITIL/HDI, etc.)

MINIMUM EXPERIENCE PREFERRED EXPERIENCE

2 or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in the HFHS Service Desk Associate Role.
At least 1year customer service experience included in the above technical experience or separately.
5 years or more experience working in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct enduser support.

Experience supporting the following:

ServiceNow ITSM tool usage
Apple/Mac products
Windows OS
Remote Access VPN
Citrix based application
Epic EMR
Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc.
Multi factor authentication tools, such as Duo.
SharePoint
Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
Experience using knowledgebases and other knowledge repository systems
Experience creating/updating knowledge support documentation

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