Applies understanding and knowledge of information systems products and services to assist internal users. Provides phone support and superior customer service.
Identifies investigates, and researches user questions and problems as well as researching, isolating and resolving information system problems. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, and escalation as appropriate within our Service Level Agreements.
Education and certification:
Preferred candidate has strong and demonstrated customer service skills and either training in computer technologies or experience working in a computer technical support role. Must possess at least basic competency and familiarity using and helping others with computers and mobile devices, Windows OS, MS Office suite, and printers.
For each of the levels, specific years of experience is required in the following areas:
Level I 1-2 years' experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science preferred. Able to log call activity and can manage simple hardware, software or network problems which are easily resolved in five minutes or less, recognizes when to escalate calls to Level 2 support. The employee must pass a basic competency assessment with the department Manager to qualify for advancement.
Level II 3-4 years experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science or experience equivalent to and/or professional certification. Able to resolve complex issues requiring detailed systems and applications knowledge.
Uses judgment in making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone and will require on-site visit. These are calls escalated from Level 1 support and resolved in 5-15 minutes. Employees must complete the following courses in SkillPort (web based training) in order to qualify for advancement to this position: a) "Support Center Services and Work Environment"; b) Establishing Team and Customer Relationships"; c) select CompTIA A modules; and d) select ITIL v3 Foundations modules.
Level III Four or more years experience in the Service Desk/Customer Service discipline and in an operations environment, Bachelors degree in Computer Science or experience equivalent to and/or professional certification. Able to research and resolve the more difficult and complex issues that the other Service Desk Levels were unable to resolve.
Can Analyze and identify trends in issue reporting and devises preventative solutions. Able to mentor other Service Desk personnel on hardware and software problem analysis and resolution. Employees must complete the following courses in SkillPort (wbt) in order to qualify for advancement to this position: all remaining ITIL v3 Foundations coursework.
Standard of Business Conduct
Individuals are required to refrain from participating in any activities that could be construed as fraud and abuse. Requires the ability to follow Catholic Medical Center's Standards of Business Conduct in any instance where you feel there is suspicion of fraud or abuse, or a violation of the law.
The Standards of Business Conduct requires that suspicion or knowledge of any person(s) in violation of the Code be reported to the Corporate Compliance Officer. The extent to which you comply with the requirements contained within the Code will be a factor in evaluating your overall job performance.
Catholic Medical Center