3295130 - Full-time
Wellesley, MA
About the Job
The Opportunity Service Desk Support Specialist I
The Service Desk Support Specialist I is responsible for providing technical support services to end users via telephone, including software setup, configuration and troubleshooting. Requests may also be received via an online portal.
Principal Duties and Responsibilities:
middot; Provide professional, efficient and effective customer service to the end-user community
middot; Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices
middot; Respond to tickets submitted by end users through online portal
middot; Troubleshoot technical issues for end-users of Mass General Brigham and all its entities
middot; Use and assist in maintaining knowledge database and other documentation to help resolve issues
middot; Communicate with subject matter experts via various methods including email and instant messaging applications
middot; Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
middot; Document issues and resolutions effectively and efficiently
middot; Provide daily turnover reports
middot; Maintain proper shift coverage for answering calls
middot; Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
middot; Use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability amp; Service Commitment, Decisiveness, Innovation amp; Thoughtful Risk; and how we treat each other: Diversity amp; Inclusion, Integrity amp; Respect, Learning, Continuous Improvement amp; Personal Growth, Teamwork amp; Collaboration
middot; Other duties as assigned
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.