Service Desk Agent: Empower IT Support & Troubleshooting

Intermountain Healthcare; Murray (UT); On-site; USD 2,755,000 - 4,133,000; Full time

Benefits offered by this job

Benefits package

Job summary

Intermountain Health in Murray, Utah, is seeking a Service Desk Agent-Associate to help ensure smooth computer and program operations. You will handle calls and emails, document details, and resolve issues or escalate as needed.

The role emphasizes customer service, effective communication, and problem resolution, with daily collaboration across team members and a focus on thorough documentation and knowledge-based troubleshooting.

Qualifications

• Demonstrated knowledge of basic computer hardware.
• Demonstrated strong documentation skills.
• One year of experience in a customer service role.
• Strong written and oral communication.
• Ability to present ideas in user-friendly language.

Responsibilities

• Fields incoming help requests from callers using both telephone and email in a courteous manner.
• Documents all pertinent caller identification information including name, contact information, and nature of call or issue.
• Builds rapport and elicits details thorough details and understanding from caller.
• Resolves requests and incidents at the lower levels.
• Escalates problems to the appropriately experienced technician as necessary.
• Records, tracks, and documents the help desk request problem-solving process.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, FAQs, and other resources to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Follows up on fixes to ensure problem is adequately resolved.

Skills

Customer service Phone calls

Effective communication

Service oriented

Problem resolution

Willingness to collaborate with others

Computer literacy

Job description

Intermountain Health in Murray, Utah, is seeking a Service Desk Agent-Associate to help ensure smooth computer and program operations. You will handle calls and emails, document details, and resolve issues or escalate as needed.

The role emphasizes customer service, effective communication, and problem resolution, with daily collaboration across team members and a focus on thorough documentation and knowledge-based troubleshooting.