Service Desk Representative (Full-time, Nights)

The primary function of the Information Services and Technology Service Desk is to be the first point of contact for customers to report incidents and requests for IT services. Service Desk Representatives provide exceptional customer service and technical support to deliver solutions to internal Rochester Regional Health customers through multiple contact channels, including phone, email, and chat. Service Desk Representatives address and resolve customer inquiries, requests, and incidents and maintain a high percentage of first contact resolution. Issues that the Service Desk Representative cannot resolve are to be escalated to the appropriate team per escalation processes.

Service Desk Representative must log all reported issues and requests in the Service Management System and include relevant information concisely and accurately. Additionally, Service Desk Representatives are responsible for ensuring that each interaction with a customer results in a positive experience that adds value and enables success.

Service Desk Representatives must be well organized, able to work independently in a dynamic, fast-paced environment. The Service Desk Representative must be able to multi-task, prioritize workload and should have solid decision-making skills.

Responsibilities

• Provide outstanding telephone, email, and chat support to our internal and external end users.
• Reactively resolve technical issues.
• Influence creative solutions to maximize the efficiency of technology within the Rochester General Health System.
• Work with technical and engineering teams to translate technical customer problems and needs into a better product and support experience.
• Troubleshoot technical issues concerning the products and services offered to all team members of the RGHS organization.
• Resolve specific Tier One technical issues, such as password resets through Active Directory, virtual drive mapping, and mobile device support.
• Manages incident tickets within the Incident Management guidelines and procedures.
• Provides quality, timely, and accurate end to end support of any issues within functional area of responsibility. This includes ticketing and notification/communication of the incident in the ticketing system.
• Strictly adhere to Tier One specific performance metrics, such as Availability to Help Incoming Callers, First Call Resolution, and Customer Satisfaction Survey results.
• Ensures timely business delivery with pre-determined Service Level Agreements.
• Performs other duties as assigned.

• Exceptional customer service focus and interpersonal skills
• Must be able to communicate professionally, effectively, and courteously with customers and coworkers, using a variety of communication formats (email, chat, in-person, telephone)
• Successfully completes tasks in a timely manner
• Consistently maintains calm demeanor in a fast-pasted, high pressure environment; able to maintain control with confidence and ease, while remaining flexible amongst the changes in a growing business
• Proven ability to communicate complex technical problems in “customer friendly” language
• Ability to demonstrate basic and effective troubleshooting skills with hardware (PCs, printers, mobile devices, etc.) and software applications (Windows, Office, ERP, EHR, iOS, etc.)
• Knowledge of the Microsoft Office Suite
• Well organized with the ability to multi-task and prioritize workload
• Assist the event coordinator during system or application interruptions with the ability to react quickly to minimize the impact to our customers
• Must be able to use online knowledge systems and search for reference procedures and work aids
• Experience with basic network tools (ping, nslookup, traceroute, etc)
• 2 years of over-the-phone technical support experience in a fast-paced Service/Help Desk environment
• High school diploma or equivalent, L - Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly; requires occasional walking, standing or squatting.