At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Job Summary

Job Details

• Provides effective telephone diagnostic evaluation of customers and call types including Enterprise and Clinical support.
• Uses judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
• Resolution includes but is not limited to the following: Identify, research, and resolve issues.
• Documents work in the ITSM ticket-tracking tool and utilizes the Knowledge base for troubleshooting and, when appropriate, dispatch.
• Requires accurate documentation, tracking, and monitoring the problem to ensure a timely resolution.
• Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
• Provides feedback on current Knowledge articles, verifies knowledge feedback from Service Desk Specialist I and submits to corresponding team for creation.
• The ability to read, analyze and interpret general technical and business language.
• The ability to effectively respond to questions from managers, coworkers and customers.
• Other duties as assigned.

Education:

• High School Diploma or GED or equivalent required.
• Bachelor's degree with two years of Service Desk experience may substitute the experience requirement.
• Associate degree with two years of Service Desk and one year IT-related experience may the experience requirement.
  

Certifications:

• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.
• Help Desk Institute (HDI) certification (or other IT Service Desk certification) preferred.

Complexity of Work:

• Advanced technical troubleshooting skills and knowledge of operating systems, software remediation, possess strong customer service skills, and call center environment.
• Knowledge of IOS devices preferred. Possess strong knowledge of Cleveland Clinic environment, applications and support teams.
• Holds self-accountable to high standards.
• Ability to work independently or in a team environment.
• Remains calm under pressure.
• Able to work in a fast paced, stressful environment.
• Learns quickly.
• Strong verbal communication skills – ability to communicate with customers/peers/leadership.
• Ability to explain process and procedures in a clear, easy to understand manner.
• Proactive approach to work.
• Strong Analytical skills.
• Demonstrates advanced active listening skills.
• Ability to identify issues and solutions to represent the service desk in business engagement meetings.

Work Experience:

• Three years of IT related Service Desk experience in a high call volume Call Center required.
• IT experience in a Healthcare organization preferred.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods.
• Ability to travel throughout the hospital system.
• Ability to operate a computer and other office equipment.
• Ability to communicate and exchange accurate information.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

Please review the Equal Employment Opportunity poster .

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities