Atrium Health
Major Responsibilities:
- Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values.
- Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
- Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately.
- Documents all relevant customer interaction information thoroughly in the service management system.
- Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate.
- Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
- Performs routine procedures to remedy issues or when requested.
- Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available.
- Assists with providing technical hints and tips to proactively assist customers.
- Adherence to all Advocate Health Policy and Procedures.
Licensure, Registration, and/or Certification Required:
- None Required.
Education Required:
High School Graduate or equivalent.
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