Sr Service Desk Agent
Sr Service Desk Agent
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Job Description
If youre ready to be part of our legacy of hope and innovation we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.
Day 08 Hour (United States of America)This is a Stanford Health Care job.
A Brief Overview
The Service Desk Agent I is responsible for providing first contact remote support to SHC end users via phone webchat and email assisting with the configuration repair and maintenance for a variety of end user devices and applications. Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally the Service Desk Agent I coordinates onsite repair or OEM parts/maintenance or escalated support to Level 2 support teams as required.
Locations
Stanford Health Care
What you will do
- Respond to calls webchats and emails from SHC end users.
- Perform initial diagnosis and support of incidents and service requests.
- Consistently resolve incidents and service requests on first contact for common IT issues using SHC knowledge databases and technical service bulletins as required.
- Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
- Coordinate support from Level 2 support teams to resolve incidents as required.
- Track status of incident and service request tickets using SHCs IT service management tool.
- Create update and maintain knowledge articles in the knowledge management system.
Education Qualifications
- High school diploma
Experience Qualifications
- 12 years of progressively responsible and directly related work experience.
Required Knowledge Skills and Abilities
- Strong experience troubleshooting repairing and supporting the following:oWindows 7 Windows 8 and Mac operating systems as well as common end user computing applications (e.g. MS Office Outlook VPN);oHP Dell Tangent and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;oApple (iPad) and other common tablet computing devices;oPrinters monitors external harddrives network interface cards etc.;
- Experience tracking and updating tickets in ServiceNow preferred.
- MCSA Windows 7 MCSA Windows 8 and CompTIA A preferred.
- Excellent customer service orientation and verbal communication skills
- Ability to work in the field with accuracy and minimal direction.
These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute CICARE standards for all of patients families and towards each other. CICARE is the foundation of Stanfords patientexperience and represents a framework for patientcentered interactions. Simply put we do what it takes to enable and empower patients and families to focus on health healing and recovery.
You will do this by executing against our three experience pillars from the patient and familys perspective:
- Know Me: Anticipate my needs and status to deliver effective care
- Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
- Coordinate for Me: Own the complexity of my care through coordination
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and nondiscrimination inall ofits policies and practices including the area of employment. Accordingly SHC does not discriminate against any person on the basis of race color sex sexual orientation or gender identity and/or expression religion age national or ethnic origin political beliefs marital status medical condition genetic information veteran status or disability or the perception of any of the above. People of all genders members of all racial and ethnic groups people with disabilities and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $29.90 $38.11 per hourThe salary of the finalist selected for this role will be set based on a variety of factors including but not limited to internal equity experience education specialty and training. This pay scale is not a promise of a particular wage.
Required Experience:
Senior IC
Employment Type
Full-Time
