Relief Service Desk Agent

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Rotating - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Relief Service Desk Agent I is responsible for providing first contact remote support to SHC end users via phone, webchat, and email, assisting with the configuration, repair, and maintenance for a variety of end user devices and applications. Relief Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally, the Relief Service Desk Agent I coordinates onsite repair or OEM parts/maintenance or escalated support to Level 2 support teams as required.

Locations
Stanford Health Care

What you will do

• Respond to calls, webchats, and emails from SHC end users.
• Perform initial diagnosis and support of incidents and service requests.
• Consistently resolve incidents and service requests on first contact for common IT issues, using SHC knowledge databases and technical service bulletins as required.
• Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
• Coordinate support from Level 2 support teams to resolve incidents as required.
• Track status of incident and service request tickets using SHC’s IT service management tool.
• Create, update, and maintain knowledge articles in the knowledge management system.

Education Qualifications

• High school diploma

Experience Qualifications

• Two (2) years of progressively responsible and directly related work experience.

Required Knowledge, Skills and Abilities

• Strong experience troubleshooting, repairing, and supporting the following:
  o Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);
  o HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;
  o Apple (iPad) and other common tablet computing devices;
  o Printers, monitors, external hard-drives, network interface cards, etc.;