IT Service Desk Professional

We need this position to solve IT problems in a timely manner document known issues and solutions work with project teams to gather product and process knowledge and escalate (when necessary) to minimize computer downtime for Client teammates partners and customers. This is an over-the-phone IT Technical Support position that includes but is not limited to supporting desktop applications and programs network troubleshooting and clinical application support.

• Using basic IT Knowledge and problem-solving skills ask the appropriate probing questions to determine diagnose and solve computer-related issues

• Using IT tools and expertise apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact in a timely manner
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours
• Log and document trouble-shooting steps taken and solutions applied in a manner consistent with current knowledgebase practices
• When necessary escalate incidents to the appropriate next level support team
• Communicate with customers provide status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor Floor Coach NOC and other IT teams as necessary
• Complete additional tasks and projects as assigned by Service Desk leadership

Qualifications :

• 6 months of related experience
• A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
• Knowledge of computer printer and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• Demonstrated ability to solve issues with healthcare/clinical applications
• Commitment to Clients values of Service Excellence Integrity Team Continuous Improvement Accountability Fulfillment and Fun with ability to demonstrate those positively and proactively to patients co-workers management physicians and/or vendors in everyday performance and interactions
• Demonstrated ability to work in a team environment as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening weekend and holiday coverage as needed and scheduled
• Ability to travel up to 5%

Education:

• Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service-related experience and/or training or equivalent combination of education and experience

Additional Information :

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package share plan company performance bonuses value-based recognition awards referral bonus;   
• Career Development: Career coaching global career opportunities non-linear career paths internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects rotations internal tech communities training certifications coaching online learning platforms subscriptions pass-it-on sessions workshops conferences;
• Work-Life Balance: Hybrid work and flexible working hours employee assistance programme;
• Health: Global internal wellbeing programme access to wellbeing apps;
• Community: Global internal tech communities hobby clubs and interest groups inclusion and diversity programmes events and celebrations.

Additional Employee Requirements  

• Participation in both internal meetings and external meetings via video calls as necessary. 
• Ability to go into corporate or client offices to work onsite as necessary. 
• Prolonged periods of remaining stationary at a desk and working on a computer as necessary. 
• Ability to bend kneel crouch and reach overhead as necessary. 
• Hand-eye coordination necessary to operate computers and various pieces of office equipment as necessary. 
• Vision abilities including close vision toleration of fluorescent lighting and adjusting focus as necessary. 
• For positions that require business travel and/or event attendance ability to lift 25 lbs as necessary. 
• For positions that require business travel and/or event attendance a valid drivers license and acceptable driving record are required as driving is an essential job function.

*If requested reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs absent undue hardship.   

USA Benefits (Full time roles only does not apply to contractor positions)

• Robust healthcare and benefits including Medical Dental vision Disability coverage and various other benefit options  
• Flexible Spending Accounts (Medical Transit and Dependent Care)  
• Employer Paid Life Insurance and AD&D Coverages  
• Health Savings account paired with our low-cost High Deductible Medical Plan  
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest   

At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.

Remote Work :

Yes

Employment Type :

Contract