Responsibilities:
- Provides effective telephone diagnostic evaluation of end-user customer Enterprise Hardware/Software needs.
- Uses judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
- Resolution includes but is not limited to the following: Identify, research, and resolve Enterprise issues.
- Documents work in the ITSM tracking tool and utilizes the Knowledge base for troubleshooting and when appropriate, dispatch.
- Requires accurate documentation, tracking, and monitoring the problem to ensure a timely resolution.
- Escalates callers when appropriate; performs problem identification and escalates to appropriate teams/individuals/Leadership based on event to ensure customer’s needs are met.
- Provides feedback on current Knowledge articles and suggestions for new articles to Service Desk Specialist II, in order to improve the services we provide to our customers.
- May assist with Clinical calls and incidents during higher than expected call volume, Downtime/System Outages, or as part of a career advancement strategy.
- Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
- The ability to read, analyze and interpret general technical and business language.
- The ability to effectively respond to questions from managers, coworkers and customers.
- Other duties as assigned.
Education:
- High School Diploma / GED or equivalent required.
Certifications:
- Help Desk Institute (HDI) certification (or other IT Service Desk certification) preferred.
- For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.
Complexity of Work:
- Basic technical troubleshooting skills and understanding of, software remediation, possess strong customer service skills, and preferred call center environment.
- Holds self-accountable to high standards.
- Ability to work in dependently or as a team.
- Remains calm under pressure.
- Able to work in a fast paced, stressful environment.
- Learns quickly.
- Strong verbal communication skills – ability to communicate with customers/peers/leadership.
- Ability to explain process and procedures in a clear, easy to understand manner.
- Proactive approach to troubleshooting and resolving customer issues.
- Strong Active listening skills.
Work Experience:
- A minimum of 2 years of IT related Service Desk experience in a high call volume Call Center preferred
- Offset: 1 year of call center experience and 1 year of IT related experience.
- Offset: Bachelor’s degree and 6 months call center experience
- Offset: Associates degree and 6 months call center experience and six months IT related experience
- IT experience in a Healthcare organization preferred.
Physical Requirements:
- Ability to perform work in a stationary position for extended periods.
- Ability to travel throughout the hospital system.
- Ability to operate a computer and other office equipment.
- Ability to communicate and exchange accurate information.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
Provides phone based support to Cleveland Clinic customers (internal and external) through a single point of contact identified to report problems or direct inquiries regarding standard IT related “break-fix” and “how-to” issues in accordance with appropriate industry standards throughout the Enterprise.
Pay Range
Minimum hourly: $17.25
Maximum hourly: $26.31
The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic’s benefits package, which includes among other benefits, healthcare/dental/vision and retirement.