Service Desk Agent Jobs

The IT Service Desk Agent assists customers by fulfilling their requests, resolving, and escalating their incidents. Activities require
interaction with the customers by phone, web, IM, email, and the IT Service Management tools to provide a best in class service to
customers.

Essential Functions 
Answers Service Desk phones in a timely, efficient, and professional manner.
 Practices clear, correct verbal, and written communication skills with customers.
 Assists associate agents needing help handling a customer contact.
 Seeks assistance and escalates to Service Desk Analyst when necessary.
 Escalates and transfers unresolved tickets to L2 support teams.
 Keeps leads and management informed of important issues and follow proper escalation procedures.
 Creates and updates knowledge base articles.
 Keeps leads and management informed of important issues affecting support and follow proper escalation procedures.
 Ensures compliance with agreed upon SLAs (Service Level Agreements), quality metrics, and performance metrics.
 Reviews and analyzes and documents each service and incident with detailed information.
 Identifies and determines the impact and urgency of each interaction to determine priority.
 Creates and maintains interdepartmental relationships.
 Maintains knowledge on current industry trends.
 Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state
and local standards.
 Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions 
Independently serve periods of on-call coverage at scheduled intervals.
 May be required to support unplanned events during after-hours and weekends.
 Must be able accommodate schedule to provide necessary coverage (1st shift, 2nd shift, 3rd shift, and weekends).

Education/Training
High School diploma or equivalent education.

Licensure/Certification
Maintain at least 1 IT Certification (Help Desk Institute or ITIL or Comptia or Microsoft).

Experience
A minimum of one (1) year of information technology service desk customer support experience.