Job title: IT Service Desk Specialits- Healthcare Location: Austin, TX (onsite) Contract
JobDescription:

CANDIDATE SKILLS AND QUALIFICATIONS
Leadership of a help desk / service desk
Experience developing process / training documentation
Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.
Experience gathering and analyzing performance metrics
Ability to guide knowledge transfer as staff roll off and on the service desk
NOTES :

• Client is Looking Local to Texas / Austin Texas Candidates Only
• Candidate Must Have Medicare or Medicaid Experience
• T ake calls (incidents and requests for information) from external users (mostly medical providers) = This is Main Responsibility
• Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.
• Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.

Monitor open tickets and escalate as necessary to ensure resolution within agreed-upon service level