SERVICE DESK SPECIALIST I - INFORMATION TECHNOLOGY

Owensboro Health - Owensboro, Kentucky
January 6, 2021
SERVICE DESK SPECIALIST I - INFORMATION TECHNOLOGY
Owensboro Health
170 reviews
-
Owensboro, KY
Owensboro Health
170 reviews
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Summary
Job Summary
Provides first line Information Technology support at Owensboro Health. Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
Job Responsibilities
• Identifies, researches, and resolves IT issues by responding to telephone calls, email, and on-line inquiries.
• Responsible for the effective and efficient gathering and actively resolving customer requests within established SLAs (Service Level Agreements).
• Answers client calls, emails, and on-line inquiries related to Information Technology issues.
• Logs call details into incident management systems and provides response and resolution to the customer.
• Ensures incidents and service requests are properly escalated and assigned to appropriate support groups.
• Provides communication to end users concerning the status of incidents, service requests, and changes.
• Maintains knowledge and expertise associated with applications specific to users.
• May be part of 24x7 rotation
• Utilizes excellent customer service skills to exceed customer’s expectations.
• Follows established Knowledge Based Articles (KBAs), processes, and procedures.
• Preserves and grows knowledge of Service Desk procedures, products, and services.
• Follows documented processes and procedures.
Qualifications
• High school diploma, General Equivalency Diploma (GED) or higher required upon hire
• No experience required
• No licensure/certification/registration required
Skills and Attributes
• Requires critical thinking skills and decisive judgment.
• Works under general supervision.
• Ability to work in a stressful environment and take appropriate action.
• Excellent communication, presentation, organizational, and interpersonal skills.
• Basic knowledge of Information Technology, processes, and procedures.
Physical Demands
• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Lifting 0-25 lbs: Rarely
• Lifting 25-75 lbs: Never
• Lifting over 75 lbs: Never
• Carrying 0-25 lbs: Rarely
• Carrying 25-75 lbs: Never
• Carrying over 75 lbs: Never
• Pushing/Pulling 0-25 lbs: Rarely
• Pushing/Pulling 25-75 lbs: Never
• Pushing/Pulling over 75 lbs: Never
• Climbing: Rarely
• Bending/Stooping: Rarely
• Kneeling: Rarely
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Frequently
• Hearing: Occasionally
• Repetitive Foot/Leg Movements: Never
• Repetitive Hand/Arm Movements: Frequently
• Keyboard Data Entry: Frequently
• Running: Never
• Vision: Depth Perception: Frequently
• Vision: Distinguish Color: Frequently
• Vision: Seeing Far: Frequently
• Vision: Seeing Near: Frequently
Owensboro Health Core Commitments
INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.
RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.
TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.
INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.
SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.
EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.