What are the responsibilities and job description for the Service Desk Support, Intermediate position at Blue Shield Of California?
Job Description
Your Role
The IT Service Desk we deliver Customer Excellence Focused Support to our end users by Leveraging cutting-edge technology with our IT Service Management products and self-service / automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role you will be responsible for the remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in the use of various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support. Able to function independently and produce results that meet standards of quality, timeliness, and accountability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures. Ability encompasses broad knowledge of concepts, practices, and procedures within particular field of specialization.
Responsibilities
Your Work
In this role, you will :
- Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.
- Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.
- Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
- Provides case status updates and metric reports to management.
- Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to remote IT support.
- Increased production standards.
- Increased CSAT goals.
- Assist with knowledge article creation.
- SME for critical business function / services.
- Other duties as assigned.
Qualifications
Preferred Qualifications and Experience
About the Team
Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.
Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California's top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities - join us!
Our Values :
Our Workplace Model :
At Blue Shield of California, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working :
Member-facing and approved out-of-state roles remain remote.
Physical Requirements :
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office / deskwork - Activity level : Sedentary, frequency most of work day.
Please click here for further physical requirement detail.
Equal Employment Opportunity :
External hires must pass a background check / drug screen. Qualified applicants with arrest records and / or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
