Service Desk Student Intern, IT Department Temporary

Supporting all IT call activities in a high volume IT service desk environment. This role includes answering incoming Service desk calls, troubleshooting tier I support issues, escalating issues in a timely manner. Inputting call details for customers within an ITSM system ensuring proper descriptions and details are provided for the next level support.

Internship is 12 - 18 months

Responsibilities:

Provide Tier I support for users

Meeting call volume SLA’sAssisting in Service desk activities

Escalating new or outstanding issues or incidents

Verifying ticket due dates and SLA’s are being met Responsible for following up on outstanding items or issues using the ITSM tool Escalation of issues to the next level support

Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.

Maintain a positive working relationship with business lines and other departments

Maintain and monitor department mailbox

Perform other duties as assigned

Qualifications:

Strong Time management and Prioritization skills

Ability to meet deadlines

Demonstrate ability to handle multiple and at times competing priorities in a fast paced environment

Ability to work independently and within a team environment, specifically to problem-solve issues as they arise

Strong communication and interpersonal skills

Capability to productively support Brooks IT staff

Excellent verbal and written communication skills

Basic knowledge of Windows environment

High level of proficiency with office technologies and computer application including MS office products and the internet

Health Care experience preferred but not required

Hours:

40 hours per week, Monday - Friday Internship is 12 - 18 months

Location:

Brook Rehabilitation Hospital at 3599 University Blvd South, Jacksonville, FL 32216