Service Desk Specialist Ii
Current• Provide Level 2 IT support to end-users, including password resets, troubleshooting hardware and software issues, and resolving network connectivity problems.• Manage and resolve incidents and service requests using ServiceNow.• Escalate complex issues to Level 3 support or other appropriate teams when necessary.• Answer and manage incoming calls related to patient transport, meals, location inquiries, and weather information.• Ensure all calls are handled efficiently and professionally, providing accurate information and support to callers.• Utilize Cisco Finesse for call handling and management.• Document all support activities, resolutions, and follow-up actions in ServiceNow.• Generate and maintain accurate records of incidents, service requests, and customer interactions.• Prepare reports on common issues and trends to help improve service delivery.• Work closely with other IT support teams, departments, and external vendors to ensure timely resolution of issues.• Participate in team meetings and contribute to continuous improvement initiatives.• Provide feedback and suggestions for improving processes and procedures.
