Service Desk Specialist - 1222

T Service Desk Specialist Level I - Call Center

The IT Service Desk Specialist works in this call-center department and is responsible for level 1 phone support handling an average of 50+ phone calls per shift. The IT Service Desk Specialist screens and diagnoses inquiries and work requests as they relate to maintenance of personal computers and related systems. The IT Service Desk Specialist either resolves the client's issue or escalates or refers the problem/ticket to the appropriate associate for resolution. The IT Service Desk Specialist provides outstanding client service and contributes to the organization's mission of utilizing information technology to improve patient care.

Responsibilities include:

• Level 1 technology phone support for our 25,000+ end-user community on the IT Service Desk / Help Desk.
• Provide technical assistance to end-users: support for incoming queries and issues related to computer systems, software, and hardware triage (remote into customers' machines if necessary)
• Use knowledge-base to research known solutions
• Enter all incidents, requests into Service Desk Manager (service desk tool)
• Keep all tickets up to date with steps take for troubleshooting how they were resolved
• Monitor all requests and assign to correct group / Assign open tickets that cannot be resolved by the Service Desk to specified IT departments
• Escalate to Team Lead any issue that needs more investigation
• Follow up with end-users/customers to ensure issue resolution
• Keep Team Lead/Manager apprised of trend in tickets that could potentially be a Major Incident and be aware of all Major Incidents and communications surrounding them
• Be conscious of all workarounds and known errors and communicate to customers as needed
• Perform other related duties as required

Required:

• Bachelor's degree or equivalent work experience
• IT / technology call center experience (high-volume, i.e. 50+ calls per shift)
• Prior experience with call / queue monitoring
• 2+ years of related work experience
• Prior experience working with a ticket resolution system
• Prior experience communicating with end-users
• Excellent customer service skills

Preferred:

• Prior experience supporting EPIC in a service desk role
• ITIL experience

Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 199202

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Diversity, equity and inclusion are core values of Montefiore. We are committed to recruiting and creating an environment in which associates feel empowered to thrive and be their authentic selves through our inclusive culture. We welcome your interest and invite you to join us.

Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.

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Mission:
To heal, to teach, to discover and to advance the health of the communities we serve.

Vision:
To be a premier academic medical center that transforms health and enriches lives.

Values
Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

• Humanity
• Innovation
• Teamwork
• Diversity
• Equity

Nearest Major Market: Yonkers
Nearest Secondary Market: New York City