CTG IS Service Desk Agent in Lowell, Massachusetts
IS Service Desk Agent
Mar 23, 2022Post Date
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Come join us and grow your career with CTG! CTG has a new opportunity available with a Healthcare client! Apply with CTG for this exciting opportunity!
Project Duration:Consulting Position, 3 months
Job Title:Service Center Technician
Provides tier 1 phone support assisting with clinical and technical questions and issues for work force members. Responsible for all aspects of incident management including first level phone support logging, analyzing, resolving, and follow up on application functional issues. Perform timely advanced technical duties regarding enterprise system and network monitoring and computer operations in a distributed system environment. Remediate problems while identifying and escalating more complex problems to appropriate service line for resolution.
- Provide senior level tier 1 Service Center phone support assisting with clinical and technical questions and issues for work force members.
o Answers phone calls and gathers information to determine the issue or problem.
o Obtains relevant information on caller, i.e., name, department, job, phone number.
o Explains to customer what to expect in terms of resolution.
o Provide initial contact to external providers to report network or application problems.
o Delivers remote technical support; includes problem recognition, research, isolation and resolution steps, resolving basic problems and more complex problems that the less experienced staff are unable to resolve.
- Troubleshoots and isolates problems with applications or hardware.
o Systematically gathers information, sorts through complex issues, seeking input from others as appropriate.
o Collects details concerning the nature, severity, onset and duration of the problem.
o Addresses root cause of problems, and obtains consensus where possible.
o Communicates decisions to appropriate people following Piedmont Healthcare established departmental processes.
o Assists IS Service Center associates and analysts with complex problems.
- Determines customer need on calls requesting hardware, software, or system access.
o Obtains details on what the customer thinks he needs and why he needs it.
o Assesses whether a more cost-effective solution would adequately address the customer’s needs.
o Discusses alternatives with customer.
o Explains approvals necessary.
o Instructs customer regarding approval procedure
- Resolves technical issues by instructing customer or taking control of the customer’s PC or workstation, or takes other corrective action.
o Explains corrective action to customer so that customer can make changes necessary.
o Explains to customer what is needed to fix the problem, then holds the line to allow the customer to opportunity correct the problem.
o Obtains agreement from customer to allow access to customer’s PC to help identify problem.
o Takes control of customer’s PC/workstation and investigates possible causes of problem.
o Corrects problems within our established First Call resolution SLA. Promptly refers all other issues to appropriate group for resolution
o Follows up with customer to confirm problem is resolved
- For issues unable to resolve, refers to the appropriate person and follows through to ensure completion of correction action.
o Explains to customer that the call is being referred for assistance.
o Transfers the call to the correct person.
o Ensures that commitments made to customer are met.
o Notifies supervisor of any problems remaining unresolved for more than two days.
- Maintains documentation on each issue, course of action and status.
o Logs all relevant details concerning each call in tracking system.
o Documents problem resolution steps, including actions taken and call status, for review by others.
o Provides report to supervisor concerning calls, as requested.
o Assist in the creation and maintenance of the IS Service Center Knowledge database.
- Performs enterprise system and network monitoring and reporting
o Monitors production systems and identifies document and report issues as per established procedures.
o Utilizes enterprise monitoring system to identify and report network outages or performance issues as per established procedures.
o Provides initial contact to external providers to report network or application problems.
- Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
o Determines appropriate group for escalation.
o Explains to customer that the call is being referred for assistance.
o Transfers the help desk ticket to the appropriate group.
• Knowledge of basic principles and methods of information processing, operating systems, system utilities and technical methodologies used in desktop applications support.
• Good listening, analytical and problem-solving skills.
• Ability to assess the needs of customers for IS-related requirements and get problems resolved.
• Ability to work independently and stay focused and friendly under pressure.
• Excellent communication, facilitation, project management, organizational and time management skills.
• Skill and ability to handle multiple priorities and deadlines.
• Ability to work as a member of a team
To be considered for this opportunity, please apply directly through our website by clicking the link below or email your Word version resume and salary requirements toBrandon.Baumann@ctg.com.
CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.
Job Function: Helpdesk & Technical Support
Education Level: High School Diploma/GED (±11 years)
Work Remote: Yes
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