Job Description

I. General Summary

• Under general supervision of the Manager, IT Service Management and Customer Service, provide IT technical and UMMS specific service and support in a high volume and complex hospital shared services Service Desk. Interacts with staff in a professional manner while providing excellent customer service while responding to and resolving or escalating service requests, incidents and problems.

II. Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Provides a timely response to multi-channel reported service requests or incidents. Provides first level analysis and resolution for reported incidents. Masters base knowledge of hospital applications, hardware, access and compliance processes and other IT operational needs to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Service Desk staff members.

Qualifications

III. Education and Experience

• Bachelor’s Degree in Computer Science, Business Administration or related field. or one year Information Technology experience in a customer service environment.

IV. Knowledge, Skills and Abilities

• Knowledge and understanding of how technology can be applied to provide system support.
• Knowledge of PC hardware and peripherals associated with applications.
• Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
• Excellent customer service skills and the ability to work with all levels within the organization and working within a team.

Additional Information

All your information will be kept confidential according to EEO guidelines.