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Help Desk Agent (Customer Service Coordinator)

Support Center | Franciscan Alliance

 

Address  1500 Albany Street
    Beech Grove, IN 46107

 

Calendar  Full-Time

 

Education Associate's degree preferred in IT related field or equivalent work experience.  

 

Hours  Days

WHAT WE NEED

The IS gatekeeper

WHO WE ARE LOOKING FOR

The point person for tech support and service calls needs to be one of the best listeners in the building. This coordinator has to read between the lines to get to the root of the problem and determine the best path for solution – whether it’s a simple problem that can be handled immediately or something more complex that needs to be moved on to someone else in the support team.

 

Are you good at evaluating needs and determining the best response? Do you have good customer service skills? Are you organized and efficient? Our IS team could use you!

WHAT YOU WILL DO

Provides first level basic technical support to internal and external customers via the service desk. 

Maintains and distributes documentation of reported issues or requests related to the user’s business technology needs.

Assists with troubleshooting and resolving computer related problems or failures and providing hardware support to end users.  

Learns to identify and resolve system hardware problems with the assistance of hardware or escalate to other teams or vendors as necessary.

Assists in providing both telephone and remedial instruction to users on standard desktop and enterprise applications.

Maintains service desk tickets within the service management application of incoming requests for service.

Responds to service desk calls, email, or other electronic communication in a prompt and courteous manner.   

 

WHAT IT TAKES TO SUCCEED

Knowledge of and ability to provide effective and efficient real-time support for a variety of desk-top technology users.

Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems.

Basic computer software, hardware, and communication devices to perform tasks.

Strong customer service skills.

Strong organization and analytical skills.

Active listening skills.

Multi-task in a fast-paced environment.

Baseline understanding of Microsoft Office Products, office 365 preferred. 

 


WHAT WE'RE LOOKING FOR

 

1-3 Years Experience

 

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

INFORMATION SERVICES ​​​​


Nearest Major Market: Indianapolis