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SERVICE DESK SPECIALIST - 9863

YONKERS, NY, US


IT Service Desk Specialist Level I:

The IT Service Desk Specialist is responsible for level 1 phone support handling an average of 50+ phone calls per shift on our IT Service Desk. 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 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 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:

  • Flexible schedule required (weekends, evenings, nights may be required)
  • Bachelor's degree or equivalent work experience
  • IT / technology call center experience (high-volume, i.e. 50+ calls per shift)
  • 2+ years of related work experience
  • Prior experience working with a ticket resolution system
  • Prior experience communicating with clients
  • Excellent customer service skills

 

Preferred:

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

 

Montefiore Health System employs over 40,000 including our IT division with 800+ people, all focused on deploying technology, identifying process improvements, and using best IT practices to improve patient care. Our IT Service Management department is comprised of 90+ skilled IT professionals that support service management best practices and ITIL/Lean standards in order to provide excellent customer service.  This team is dedicated to connecting all areas of Montefiore Information Technology (MIT) with the business needs, with an overall focus on centralizing services, building scalable processes, streamlining workflow, and improving the in-field/off-field customer experience on an ongoing basis. Our IT Service Desk is Montefiore’s Single Point of Contact for all support incidents/requests/changes.

This department takes pride in providing excellent customer service, increasing process effectiveness and efficiency within IT departments, and being a customer advocate for all services provided through IT.

 

“In IT Service Management, we’re about the customers, their experience with technology, and connecting the dots in between.  We’re about mapping out simple processes that produce real value and deliver solid services.  We’re about measuring what matters, and continuous service improvement.  We don’t worry about going the extra mile, we do it willingly.  Our team thrives on success through exemplifying these core values in everything we do- Passion, Purpose, Patience, Positive and Pride.  We care about doing what’s right and not just what’s easy.  We listen, we learn, and we communicate to everyone and all the time.  We are service, with a smile.

 

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: 124213 

 

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