Service Desk Agent

Job title: Service Desk Agent in Wichita Falls, TX at United Regional Health Care System

Company: United Regional Health Care System

Job description: Job Category: AGENTJob Description:Summary of Essential FunctionsThe Service Desk Agent provides first-level support for IT-related issues and clinical Electronic Medical Record (EMR) systems. This role involves troubleshooting issues over the phone, chat, or email, and ensuring timely resolution of requests. The agent works closely with the Service Desk Manager and Analyst to escalate more complex issues and improve service delivery.Educational Requirements

• High school diploma or equivalent required.


• Must be able to communicate effectively in English, both verbally and in writing.

• Basic understanding of IT operations and computer systems.


• Familiarity with IT Service Management (ITSM) and IT Asset Management (ITAM) software, such as ServiceNow.


• Experience in a customer service role, with strong communication and interpersonal skills.


• Ability to troubleshoot and resolve basic technical issues.


• Strong organizational skills and attention to detail.


• Ability to work collaboratively with team members and escalate issues when necessary.


• Aptitude for learning new technologies and processes.

• Certifications such as ITIL Foundations, CompTIA A+, or other relevant certifications.


• Experience with help desk software, databases, and remote control tools.


• Familiarity with ITIL principles and best practices.


• Basic programming skills in languages such as JavaScript, Python, or SQL are a plus but not required.

• May be expected to lift over twenty-five (25) pounds.


• Ability to distinguish between numbers and symbols.


• Hand-eye coordination and manual dexterity with substantial movement of wrist and/or fingers.


• Corrected vision and hearing to normal or near normal range.


• May be required to take rotating call to support the applications

• First-Level Support: Responds to user inquiries and provides first-level contact and resolutions to customer issues related to IT and EMR systems.


• Troubleshooting: Diagnoses and troubleshoots technical issues, including account setup, password resets, and software/hardware problems.


• Ticket Management: Creates, updates, and tracks service desk tickets throughout their lifecycle. Ensures proper recording, documentation, and closure of trouble tickets.


• Customer Service: Provides excellent customer service, exceeding customer expectations and ensuring customer satisfaction.


• Communication: Communicates effectively with users to understand their issues and provide clear instructions for resolution. Escalates unresolved issues to the Service Desk Manager or Analyst.


• Documentation: Maintains detailed records of service desk interactions, transactions, comments, and complaints. Ensures documentation is up-to-date and accessible.


• Training and Support: Assists in training users on new systems and software. Provides guidance on best practices for IT and EMR usage.


• Continuous Improvement: Participates in improving service delivery by recommending modifications or improvements to processes and tools.


• Reporting: Assists in developing and maintaining reports to analyze and present data effectively, supporting decision-making and process improvements.

Expected salary:

Location: Wichita Falls, TX

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