IS Service Desk Specialist Job at Mass General Brigham(PHS)
IS Service Desk Specialist
- (3230492)
IS Service Desk, Specialist 1
Incumbent will report to the Service Desk Team Lead. Provide routine technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting.
Principal Duties and Responsibilities
- Provide professional, efficient and effective customer service to our end user community
- Answer and record calls coming into the 24/7 Service Desk using ITIL best practices.
- Provide reference number to all callers
- Process tickets submitted through self service using ITIL best practices.
- Perform troubleshooting to end users for MGB and all its entities
- Utilize stored information and documentation to help resolve issues
- Utilize various communication methods including email and instant messaging applications
- Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices.
- Provide daily turnover reports
- Maintain proper shift coverage for answering calls
- Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
- Work with groups external to the Service Desk to ensure a timely and effective hand-off of triaged calls
- Relocate to an emergency location if needed
- Perform other duties as assigned by Service Desk Lead
Qualifications
- One year experience in Customer Service, phone experience preferred
- Hands on PC or Macintosh experience a plus
- Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours
Skills/Abilities/Competencies
- Strong analytical and problem solving skills
- Strong interpersonal skills, communication skills, listening skills and patience
- Ability to work in a team environment
- Self sufficient
- Ability to multitask and prioritize work requirements
- Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment
- General knowledge of supported software packages: MS Office, Exchange, Internet Explorer, and SharePoint
- Knowledge of desktop operating systems: Windows and Mac OS
- Knowledge of mobile devices including but not limited to smartphones & tablets
- Knowledge of HP printers
- Knowledge of repair of Intel based PC hardware
- Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
- Familiarity with Service Desk ticketing applications (ServiceNow, Service Manager, Remedy, etc..) a plus
- General knowledge of LAN, Wi-Fi, VPN and internet working protocols
- Knowledge of IT Service Management (ITIL) best practices in process areas of incident management and request fulfillment a plus
Role is hybrid and requires onsite days
EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.
Primary Location MA-Somerville-MGB Assembly Row
Work Locations MGB Assembly Row 399 Revolution Drive Somerville 02145
Job Network/Systems/Help Desk Support
Organization Mass General Brigham(PHS)
Schedule Full-time
Standard Hours 40
Shift Day Job
Posted Shift Description Hybrid
Employee Status Regular
Recruiting Department MGB Digital
Job Posting Jan 31, 2023
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