IT Specialist – Service Desk
General Description of the Job Class
The SOC Specialist, IT Analyst is responsible for the 24 x 7 management of phone calls and request or incident tickets coming to the Duke Medicine Service Desk. Handle customer inquiries and research required information using available resources. Manage and resolve customer inquiries for incidents and requests pertaining to password resets and generic IT service requests. Ensure information security procedures are followed when processing customer requests. Meeting or exceed SLA commitments for incident and request resolution and response targets. Provide customers with product and service information required to resolve the incident or request. Ensure customer information is filled out in the ticket tracking system and ensure all required information is captured ensuring ticket quality. Identify and escalate priority issues and ensure tickets are routed to appropriate support teams. Follow up customer calls where necessary and document all call information according to standard operating procedures.
Duties and Responsibilities of this Level
Respond to customers' inquiries or complaints and deal effectively with people who may be worried, frustrated or angry
Fulfill customer requests for password resets and generic IT Service request that can be fulfilled via the call center
Utilize multiple resources to process customer inquiries while ensuring information security policies are followed
Ensure all customer devices are synchronized when performing password resets
Provide input on process improvements for continual customer satisfaction
Maintain a customer satisfaction score of 4.8
Ensure ticket resolution and ensure that escalated tickets are tracked and resolved
Ensure a 90% or higher first contact resolution target
Experience:
Working knowledge of IT Call Centers
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Good data entry and typing skills
Degrees, Licensure, and/or Certification:
ITIL v3 Foundations preferred
Knowledge, Skills and Abilities:
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Ability to work in a fast paced, high volume environment
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Solid organizational skills
Attention to detail
Teamwork
Stress tolerance
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The SOC Specialist, IT Analyst is responsible for the 24 x 7 management of phone calls and request or incident tickets coming to the Duke Medicine Service Desk. Handle customer inquiries and research required information using available resources. Manage and resolve customer inquiries for incidents and requests pertaining to password resets and generic IT service requests. Ensure information security procedures are followed when processing customer requests. Meeting or exceed SLA commitments for incident and request resolution and response targets. Provide customers with product and service information required to resolve the incident or request. Ensure customer information is filled out in the ticket tracking system and ensure all required information is captured ensuring ticket quality. Identify and escalate priority issues and ensure tickets are routed to appropriate support teams. Follow up customer calls where necessary and document all call information according to standard operating procedures.
Duties and Responsibilities of this Level
Respond to customers' inquiries or complaints and deal effectively with people who may be worried, frustrated or angry
Fulfill customer requests for password resets and generic IT Service request that can be fulfilled via the call center
Utilize multiple resources to process customer inquiries while ensuring information security policies are followed
Ensure all customer devices are synchronized when performing password resets
Provide input on process improvements for continual customer satisfaction
Maintain a customer satisfaction score of 4.8
Ensure ticket resolution and ensure that escalated tickets are tracked and resolved
Ensure a 90% or higher first contact resolution target
Experience:
Working knowledge of IT Call Centers
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Good data entry and typing skills
Degrees, Licensure, and/or Certification:
ITIL v3 Foundations preferred
Knowledge, Skills and Abilities:
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Ability to work in a fast paced, high volume environment
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Solid organizational skills
Attention to detail
Teamwork
Stress tolerance
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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