Christiana Care is seeking a talented Customer Service Center Associate (IT Help Desk), to provide 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:
BS Degree or commensurate experience in a discipline related to Information Technology and end-user support
2 years' IT Help Desk Computer support or IT support experience
Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization
ITIL Foundations in Service Management Certification preferred.
HDI Service Desk Analyst a plus
Must be flexible to work all evening, overnight and weekends shifts
Knowledge, Skill & Ability Requirements:
Knowledge and troubleshooting experience in a Microsoft Windows environment
Proven ability to multi-task in a service desk/help desk environment
Proven ability in analyzing, interpreting, and solving diverse problems
Proven ability in learning from others in a hands-on environment
Strong written and verbal communication skills
Ability to communicate with a wide variety of end-users in healthcare arena
Ability to work in a fast paced, team environment
EEO Statement: 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.
UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.
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.