IT Service Desk Associate

The IT Service Desk Associate provides Tier 1 phone-based support to internal and external Inova customers 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. Provides real-time support to physicians, nurses, other caregivers and other Inova customers.

Job Responsibilities:

• Answers and responds to inbound calls, emails, escalations or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer. Communicates courteously and effectively with empathy to ensure customer and service level standards are successfully met.
• Resolves issues in an effective, efficient and timely manner to the customers' satisfaction following Standard Operating Procedures (SOPs) and using the following process: identify, research and resolve.
• Documents work in the ITSM tracking tool and utilizes the Knowledge base for troubleshooting and when appropriate, dispatch following Standard Operating Procedures (SOPs). Documents, tracks and monitors problems accurately to ensure a timely resolution following Standard Operating Procedures (SOPs). Meets or exceeds identified metrics that support service desk SLAs and SOPs.
• Performs proper urgency/impact assessment on incidents following SOPs and escalates callers to appropriate support teams/individuals/Leadership based on event to ensure customer's issues are resolved quickly.
• Updates aging incident and request tickets in individual agent queue at least every 48 hours to ensure customer issues are not forgotten and either resolved or escalated to appropriate support teams for resolution.
• Provides feedback on current knowledge articles and makes suggestions for new articles to knowledge article owners (SMEs) in order to resolve issues as quickly as possible at Tier 1 based upon knowledge centered support (KCS).
• May assist with clinical calls and incidents during higher-than-expected call volume, Downtime/System Outages, or as part of a career advancement strategy.

Requirements:

• Education: High School or GED
• Experience: 1 year of IT related Service/Help Desk experience in a high call volume call center
• Other: Experience in answering application, break-fix and how-to questions in a Service Desk environment. Strong knowledge of customer service practices and procedures. Experience troubleshooting problems with end user devices or applications to include Remote Work, Mobile Devices (Android/Apple), Windows/MAC OS and other end user devices such as printers, scanners, and desktop applications.