The Service Desk Technician role will help build and grow the foundation of the support function for Springfield Clinic’s IT organization. This role will be pivotal in building a strong Provider/IT business relationship and will be the “face� of the IT organization.
Job Relationships
Reports to the IT End User Services Manager.
Principal Responsibilities
- Manage critical or emergency incidents & requests; assess situations, and develop actions plan to resolve issues or fulfill requests in a timely manner.
- Provide technical support to a growing population of 3500+ staff across 50+ locations.
- Assists in the ownership of the client relationship from a service standpoint, and owns all incidents from open to resolution. They will be the point person for the client and ensure all communication is adhered to, and responsible for all updates.
- Help establish and build first-call-resolution rates by using strong desktop and technical support knowledge to address issues as they occur.
- Ensures that organization SLA’s are met within their expected timeframes.
- Effectively communicate with team, management, and client (where appropriate), any pertinent information relevant to the task-at-hand.
- Work collaboratively with Technical Services Team to influence an organization-wide incident management process.
- Perform proactive follow up on all incident & request fulfillment.
- Participate in rotating on-call schedules to provide technical and emergency situation guidance, so that our clients can depend on us 24/7 to meet their business needs.
- Understand and manage timely incident resolution to avoid impact for the various departments in Springfield Clinic.
- Document and contribute to a known issues knowledge base for the entire IT support team.
- Assist in the preparation & communication of a daily incident/request/VIP end-of-day reporting to communicate the ‘pulse’ to the IT organization.
- Comply with the Springfield Clinic incident reporting policy and procedures.
- Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
- Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
- Perform other job duties as assigned.
Education/Experience
- Bachelor’s degree or relevant background preferred.
- 1-3+ years of professional, IT support experience.
Licenses/Certifications
- ITIL certification or relevant education preferred.
Knowledge, Skills and Abilities
- All-star verbal and written communication skills, particularly around technical topics.
- Be task oriented and able to use time effectively
- Make efforts to improve technical skills and knowledge by taking initiative.
- Demonstrated ability to execute against large scale organizational program initiatives.
- Strong strategic thinking, change management, project management, multi-tasking and analytical problem-solving skills.
Working Environment
- This job operates in a professional office environment.
PHI/Privacy Level
HIPAA1