Service Desk Specialist

ZipRecruiter; Malvern; Remote; GBP 25,000 - 35,000; Full time

Job summary

A large healthcare organization is looking for a Service Desk Representative to provide remote IT support for clinical applications. Candidates should have a high school diploma and at least 6 months of IT support experience. Responsibilities include diagnosing issues, providing excellent customer service, and logging troubleshooting steps. This is a fully remote position with flexible evening and weekend hours required.

Qualifications

• At least 1 year of customer service experience or equivalent education and training.
• Minimum of 6 months related IT support experience.
• Knowledge of computer, printer, and network troubleshooting.

Responsibilities

• Handle calls related to applications in clinics.
• Provide over-the-phone IT technical support.
• Diagnose and resolve IT problems promptly.

Skills

Customer service skills

IT troubleshooting

Microsoft products knowledge

Telephonic support

Education

High school diploma/GED

Job description

Job Title: Service Desk - Call Center

Duration: 6+ Months (Possible extension)

Location: 100% Remote

Schedule: Ability to work evening, weekend, and holiday coverage as needed and scheduled

Responsibilities:

1. This is a call center position. Handling calls related to applications in clinics.
2. Providing over-the-phone IT technical support, including support for desktop applications, network troubleshooting, and clinical application support.
3. Previous IT Service Desk experience is a plus.
4. Diagnose and resolve IT problems promptly, document known issues and solutions.
5. Collaborate with project teams to gather product and process knowledge, and escalate issues when necessary to minimize computer downtime for teammates, partners, and customers.
6. Use basic IT knowledge and problem-solving skills to ask probing questions, diagnose, and resolve computer-related issues.
7. Apply appropriate IT solutions to address issues and resolve most incidents at first contact promptly.
8. Provide excellent customer service and take ownership of issues.
9. Provide on-call support during non-business hours as scheduled.
10. Log troubleshooting steps and solutions in accordance with current knowledgebase practices.
11. Escalate incidents to the appropriate support level when necessary.
12. Communicate with customers, provide status updates, and follow up to ensure satisfaction.
13. Complete additional tasks and projects assigned by Service Desk leadership.

Education/Experience:

1. High school diploma/GED required; at least 1 year of customer service experience or equivalent education and training.
2. Minimum of 6 months related IT support experience.
3. Knowledge of computer, printer, and network troubleshooting and installation procedures.
4. Proven ability to diagnose and troubleshoot Microsoft products.
5. Experience in solving issues with healthcare/clinical applications.
6. Ability to demonstrate professionalism and proactive communication with patients, co-workers, management, physicians, and vendors.
7. Ability to work effectively both in a team and independently.
8. Superior customer service skills and phone etiquette.
9. Excellent documentation skills.
10. Ability to travel up to 5%.

Company Description: Large Healthcare Organization.