Job Description Summary
Job Description Summary
** All candidates must be willing and able to work all three shifts.**
- 1st shift can be starting anywhere from 5:00AM - 10:00AM then working an 8 hour shift.
- 2nd shift is currently 3:30PM - 12:00AM
- 3rd shift is currently 12:00AM- 8:30AM
Provides phone based support to Cleveland Clinic customers (internal and external) through a single point of contact identified to report problems or direct inquiries regarding standard IT related “break-fix” and “how-to” issues in accordance with appropriate industry standards throughout the Enterprise.
Provides effective telephone diagnostic evaluation of end-user customer Enterprise Hardware/Software needs.
Uses judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
Resolution includes but is not limited to the following:
Identify, research, and resolve Enterprise issues.
Documents work in the ITSM tracking tool and utilizes the Knowledge base for troubleshooting and when appropriate, dispatch.
Requires accurate documentation, tracking, and monitoring the problem to ensure a timely resolution.
Escalates callers when appropriate; performs problem identification and escalates to appropriate teams/individuals/Leadership based on event to ensure customer’s needs are met.
Provides feedback on current Knowledge articles and suggestions for new articles to Service Desk Specialist II, in order to improve the services we provide to our customers.
May assist with Clinical calls and incidents during higher than expected call volume, Downtime/System Outages, or as part of a career advancement strategy.
Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
The ability to read, analyze and interpret general technical and business language.
The ability to effectively respond to questions from managers, coworkers and customers.
Other duties as assigned.
High School Diploma / GED or equivalent required.
Help Desk Institute (HDI) certification (or other IT Service Desk certification) preferred.
For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.
Complexity of Work:
Basic technical troubleshooting skills and understanding of, software remediation, possess strong customer service skills, and preferred call center environment.
Holds self-accountable to high standards.
Ability to work in dependently or as a team.
Remains calm under pressure.
Able to work in a fast paced, stressful environment.
Strong verbal communication skills – ability to communicate with customers/peers/leadership.
Ability to explain process and procedures in a clear, easy to understand manner.
Proactive approach to troubleshooting and resolving customer issues.
Strong Active listening skills.
A minimum of 2 years of IT related Service Desk experience in a high call volume Call Center required.
2 years of Service Desk experience and 2 years of IT related experience.
IT experience in a Healthcare organization preferred.
Requires standing and walking for extended periods of time.
Must lift and carry items weighing up to 20 pounds.
Requires full range of motion, manual and finger dexterity and eye-hand coordination.
Requires corrected hearing and vision to normal range.
Must have ability to distinguish colors. May require some exposure to communicable diseases or bodily fluids.
Personal Protective Equipment:
Follows standard precautions using personal protective equipment as required.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities