655 Bay Rd, Suite H

STATUS:Relief 0 Hours

SHIFT: As Needed

GENERAL SUMMARY:

Summary:
Under direct supervision, acts as a first point of contact for user community. The Service Desk Technician is able to resolve less complex problems, while more complex problems are assigned to a Service Desk Analyst I or II. Route requests for assistance on to appropriate group if unable to resolve. Maintains records of correspondence received and actions taken.

ESSENTIAL FUNCTIONS & ACCOUNTABILITIES:

1. Answer the Service Desk phone to take information from callers in order to create an adequate and complete service request record.
2. Enters, categorizes and prioritizes incoming Incidents, Change Requests, Work Orders and Problems into ticketing system for ticket generation.
3. Escalates tickets which cannot be resolved to the appropriate technology teams.
4. Demonstrates excellent customer service and interpersonal skills by utilizing a courteous, timely and professional approach in dealing with clients and co-workers. a. Follows up with clients on unresolved problemsb. Practices reflective listening skillsc. Presents ideas and instructions clearly
5. Performs password resets on Bayhealth Systems applications
6. All other duties as assigned within the scope and range of job responsibilities

REQUIRED MINIMUM EDUCATION AND CREDENTIAL:

• Education High School Diploma or GED
  One year of college course work completed. Currently enrolled in an accredited college or university and working towards a degree in technology
• Credential

EXPERIENCE:

Required: Any combination of educational experience and/ or work experience which required the use of a phone and a computer Preferred: Prior customer service experience and/or prior computer troubleshooting experience

PREFERRED EDUCATION AND CREDENTIAL:

• Education
• Credential

To view a full list of all open position at Bayhealth, please visit: 

https://apply.bayhealth.org/join/