Service Desk Voice Support
Accenture
Job Title
Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat.
Document incident and service requests in Client's ticket management system, ServiceNow.
Provide initial triage and ticket routing to onshore service desk resources.
Provide End Users with customer service including telephone manners, writing skills, articulation.
Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk.
Facilitate escalations to leadership as needed.
Provide first call resolution for scripted issues.
Provide and maintain reporting for all L1 Epic Service Desk tickets and MyChart.
Search historical service requests and incident resolutions, with associated scripts and questions, for use by Accenture personnel.
Provide incident status to End Users who call the Epic Service Desk.
Follow client's provided escalation procedures for severity level adjustments and incident resolution.
Be responsible for established escalation paths by contacting via telephone calls (home/work), paging, email, voice mail, as required by the severity level of the incident.
Work to reduce the overall resolution time for incidents.
Qualifications Required:
- Bachelor's Degree in Computer Science, IT or related field or Allied Medical Health, with relevant Service Desk, Technical Support or Healthcare support experience.
- Basic knowledge/experience with the healthcare industry
- Epic experience preferred
- Experience with AWS Connect, ServiceNow, Remote control – Bomgar a plus
- PC management – Microsoft SCCM/Intune/Eracent/JAMF a plus