The IT Service Desk Lead Agent III is responsible for the day-to-day operational delivery of the first level Technical Service Desk team
Job Summary
The IT Service Desk Lead Agent III is responsible for the day-to-day operational delivery of the first level Technical Service Desk team.
This role answers calls, chats, e-mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues.
The Lead Agent III participates in Leader On Call rotations after hours, weekends, and holidays.
Matching Summary
The IT Service Desk Lead Agent III is responsible for the day-to-day operational delivery of the first level Technical Service Desk team.
Skills & Requirements
Must-have
First level technical service desk
Troubleshoot hardware, software, workflow
Customer service skills
Remote work varying shifts
Internal escalation point
Major incident management awareness
Nice-to-have
Make a difference, be happy
Grow your career
Internal team huddle meetings
Supportive team player
Work independently and team
Key Requirements
4+ years customer service experience
4+ years IT support experience
4+ years hardware troubleshooting
4+ years Windows OS troubleshooting
4+ years Microsoft Office troubleshooting
4+ years peripheral troubleshooting
4+ years software troubleshooting
4+ years access troubleshooting
4+ years connectivity troubleshooting
2+ years ITSM system experience
1+ years mobile device troubleshooting
1+ years remote-control tools experience
Post-secondary education or equivalent experience
Ability to take on-call rotations
Basic understanding of Healthcare Terminology
Leadership skills
Industry-specific certification(s)
Highly organized
Excellent customer service and communication skills