Service Desk Agent Associate

Job Description

The Service Desk Agent
- Associate role is to help ensure proper computer and program operations so that callers are able to use these resources effectively. The agent fields questions regarding proprietary websites and applications. This includes receiving, prioritizing, documenting, and actively resolving help requests. Problem resolution may involve the use of diagnostic and tracking tools, as well as require that the caregiver escalates any issues through the ticketing process for the purpose of more advanced or hands-on help.

This position works closely with staff and senior members to ensure proper performance. Basic familiarity and minimal experience as a service desk agent are beneficial. Requires additional support and/or training to become fully proficient. Work is normally overseen by higher level technical contributors.

The Service Desk Agent
- Associate role is to help ensure proper computer and program operations so that callers are able to use these resources effectively. The agent fields questions regarding proprietary websites and applications. This includes receiving, prioritizing, documenting, and actively resolving help requests. Problem resolution may involve the use of diagnostic and tracking tools, as well as require that the caregiver escalates any issues through the ticketing process for the purpose of more advanced or hands-on help.

This position works closely with staff and senior members to ensure proper performance. Basic familiarity and minimal experience as a service desk agent are beneficial. Requires additional support and/or training to become fully proficient. Work is normally overseen by higher level technical contributors.

• Fields incoming help requests from callers using both telephone and email in a courteous manner.
• Documents all pertinent caller identification information including but not limited to name, contact information, and nature of call or issue.
• Builds rapport and elicits details thorough details and understanding from caller.
• Resolves requests and incidents at the lower levels. Escalates problems to the appropriately experienced technician as necessary.
• Records, tracks, and documents the help desk request problem-solving process.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, frequently asked questions, and other resources (where appropriate) to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Follows up on fixes to ensure problem has been adequately resolved through proper channels.

• Customer service
• Phone calls
• Effective communication
• Service oriented
• Problem resolution
• Willingness to collaborate with others
• Computer literacy

• Demonstrated knowledge of basic computer hardware.
• Demonstrated strong documentation skills.
• One year of experience in a customer service role.
• Strong written and oral communication.
• Ability to present ideas in user-friendly language.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• High attention to detail.
• Experience in a healthcare environment.
• Strong interpersonal and oral communication skills and problem-solving abilities.
• Highly self-motivated and directed.
• Experience working in a team-oriented environment.

• Ongoing need for caregiver to see and read information, assess caller’s needs, and operate computer system.
• Frequent interactions with callers and other employees that require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to…