Service Desk Specialist I

Company: Owensboro Medical Health System
Location: Owensboro
Posted on: March 16, 2023

Job Description:

Job Summary Provides first line Information Technology support at Owensboro Health. Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. # Job Responsibilities Identifies, researches, and resolves IT issues by responding to telephone calls, email, and on-line inquiries. Responsible for the effective and efficient gathering and actively resolving customer requests within established SLAs (Service Level Agreements). Answers client calls, emails, and on-line inquiries related to Information Technology issues. Logs call details into incident management systems and provides response and resolution to the customer. Ensures incidents and service requests are properly escalated and assigned to appropriate support groups. Provides communication to end users concerning the status of incidents, service requests, and changes. Maintains knowledge and expertise associated with applications specific to users. May be part of 24x7 rotation Utilizes excellent customer service skills to exceed customer#s expectations. Follows established Knowledge Based Articles (KBAs), processes, and procedures. Preserves and grows knowledge of Service Desk procedures, products, and services. Follows documented processes and procedures. Qualifications High school diploma, General Equivalency Diploma (GED) or higher required upon hire No experience required No licensure/certification/registration required Skills and Attributes Requires critical thinking skills and decisive judgment. Works under general supervision. Ability to work in a stressful environment and take appropriate action. Excellent communication, presentation, organizational, and interpersonal skills. Basic knowledge of Information Technology, processes, and procedures. Physical Demands Standing: Occasionally Walking: Occasionally Sitting: Frequently Lifting 0-25 lbs: Rarely Lifting 25-75 lbs: Never Lifting over 75 lbs: Never Carrying 0-25 lbs: Rarely Carrying 25-75 lbs: Never Carrying over 75 lbs: Never Pushing/Pulling 0-25 lbs: Rarely Pushing/Pulling 25-75 lbs: Never Pushing/Pulling over 75 lbs: Never Climbing: Rarely Bending/Stooping: Rarely Kneeling: Rarely Crouching/Crawling: Rarely Reaching: Occasionally Talking: Frequently Hearing: Occasionally Repetitive Foot/Leg Movements: Never Repetitive Hand/Arm Movements: Frequently Keyboard Data Entry: Frequently Running: Never Vision: Depth Perception: Frequently Vision: Distinguish Color: Frequently Vision: Seeing Far: Frequently Vision: Seeing Near: Frequently Owensboro Health Core Commitments INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers. RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community. TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future. INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health. SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do. EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service. Job Summary Provides first line Information Technology support at Owensboro Health. Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. Job Responsibilities * Identifies, researches, and resolves IT issues by responding to telephone calls, email, and on-line inquiries. * Responsible for the effective and efficient gathering and actively resolving customer requests within established SLAs (Service Level Agreements). * Answers client calls, emails, and on-line inquiries related to Information Technology issues. * Logs call details into incident management systems and provides response and resolution to the customer. * Ensures incidents and service requests are properly escalated and assigned to appropriate support groups. * Provides communication to end users concerning the status of incidents, service requests, and changes. * Maintains knowledge and expertise associated with applications specific to users. * May be part of 24x7 rotation * Utilizes excellent customer service skills to exceed customer's expectations. * Follows established Knowledge Based Articles (KBAs), processes, and procedures. * Preserves and grows knowledge of Service Desk procedures, products, and services. * Follows documented processes and procedures. Qualifications * High school diploma, General Equivalency Diploma (GED) or higher required upon hire * No experience required * No licensure/certification/registration required Skills and Attributes * Requires critical thinking skills and decisive judgment. * Works under general supervision. * Ability to work in a stressful environment and take appropriate action. * Excellent communication, presentation, organizational, and interpersonal skills. * Basic knowledge of Information Technology, processes, and procedures. Physical Demands * Standing: Occasionally * Walking: Occasionally * Sitting: Frequently * Lifting 0-25 lbs: Rarely * Lifting 25-75 lbs: Never * Lifting over 75 lbs: Never * Carrying 0-25 lbs: Rarely * Carrying 25-75 lbs: Never * Carrying over 75 lbs: Never * Pushing/Pulling 0-25 lbs: Rarely * Pushing/Pulling 25-75 lbs: Never * Pushing/Pulling over 75 lbs: Never * Climbing: Rarely * Bending/Stooping: Rarely * Kneeling: Rarely * Crouching/Crawling: Rarely * Reaching: Occasionally * Talking: Frequently * Hearing: Occasionally * Repetitive Foot/Leg Movements: Never * Repetitive Hand/Arm Movements: Frequently * Keyboard Data Entry: Frequently * Running: Never * Vision: Depth Perception: Frequently * Vision: Distinguish Color: Frequently * Vision: Seeing Far: Frequently * Vision: Seeing Near: Frequently Owensboro Health Core Commitments INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers. RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community. TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future. INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health. SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do. EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

Keywords: Owensboro Medical Health System, Owensboro , Service Desk Specialist I, Other , Owensboro, Kentucky