About the role
Supporting all IT call activities in a high volume IT service desk environment. This role includes answering incoming Service desk calls, troubleshooting tier I support issues, escalating issues in a timely manner. Inputting call details for customers within an ITSM system ensuring proper descriptions and details are provided for the next level support.
Internship is 12 - 18 months
Responsibilities:
- Provide Tier I support for users
- Meeting call volume SLA’s
- Assisting in Service desk activities
- Escalating new or outstanding issues or incidents
- Verifying ticket due dates and SLA’s are being met
- Responsible for following up on outstanding items or issues using the ITSM tool
- Escalation of issues to the next level support
- Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.
- Maintain a positive working relationship with business lines and other departments
- Maintain and monitor department mailbox
- Perform other duties as assigned
Qualifications:
- Strong Time management and Prioritization skills
- Ability to meet deadlines
- Demonstrate ability to handle multiple and at times competing priorities in a fast paced environment
- Ability to work independently and within a team environment, specifically to problem-solve issues as they arise
- Strong communication and interpersonal skills
- Capability to productively support Brooks IT staff
- Excellent verbal and written communication skills
- Basic knowledge of Windows environment
- High level of proficiency with office technologies and computer application including MS office products and the internet
- Health Care experience preferred but not required
Hours: 40 hours per week, Monday - Friday
Internship is 12 - 18 months
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