Provides basic level technical support and troubleshooting for all PC hardware, Mobile devices, software, and peripherals used throughout the Health System. Must maintain a consistent high level of quality on a consistent basis, ensuring all details of incidents and service requests are met within defined and documented Service Desk SLA's. This is a call center position that will require being at your desk taking calls/web inquiries.
Consistently adheres to defined Service Desk processes and procedures
Effectively manages time to attend to the intake queues to minimize wait time and response time for the customer.
Records, tracks, and reports on all customer incidents and service requests through to completion within defined and documented Service Desk SLA's.
Uses standard operating procedures to resolve or escalate incidents and service requests.
Engage knowledge management process to create or update knowledge articles.
Escalates respective incidents into problem management in accordance with the defined SLA's.
Strives to achieve the highest level of customer satisfaction
Proactively research and stay abreast of new technology.
Attends team training sessions to develop knowledge.
Self-motivated to learn new technologies.
Identify and pursue learning opportunities for improving overall customer service.
Regular and reliable attendance is an essential function of the position.
Ability and willingness to cover off hour shifts as needed, including holidays, to ensure the service desk is properly staffed 24x7.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree or commensurate experience in a discipline related to Information Technology and end-user support.
Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization.
Acquired 2 or more years of IT Service Desk or IT Support experience.
ITIL Foundations in Service Management Certification preferred.
HDI Service Desk Analyst a plus.
Internal Number: JR56435
About ChristianaCare Health System
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.