IT - Service Desk Lead Agent

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THE ROLE

The IT Service Desk Lead Agent III is responsible for the day-to-day operational delivery of the first level Technical Service Desk team. This role answers calls, chats, e-mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues. Requires an experienced and knowledgeable Information Technology professional with experience troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues. Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to an application support team. Utilize excellent customer service skills to delight end user expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays.

This role serves as an internal escalation point after IT Service Desk Agents I’s and II’s have fully vetted an incident or ticket for all possible solutions. This role also fields escalations and partners with client staff for major incident management awareness and issues affecting patient care or safety. The Lead Agent III participates in Leader On Call rotations after hours, weekends, and holidays. Other responsibilities in scope include assisting with agent scheduling, KPI/SLA reporting content to Client Delivery Managers (CSM), and other projects as assigned.

Key Responsibilities

The IT Service Desk Lead Agent III will be responsible for, but not be limited to:

• Act as Subject Matter Expert (SME) for assigned leveraged Service Desk clients.
• Coach team of 10-20 agents through customer requests while performing expert level customer service.
• Monitor team delivery, field agent process questions/escalations via chat, and document new processes to team members to ensure quality client delivery.
• Identifying challenges for the team, seek solutions, document resolution or workaround steps, and relay to agents via meetings, knowledgebase articles, chat, and OneNote communications.
• Perform quality audits regularly for assigned agents to ensure superior delivery and SLA/KPI attainment and exceed customer expectations.
• Partner with Supervisor to interview and identify quality new team members. 
• Provide feedback to Supervisor on agent Performance Evaluations.
• Assist with onboarding by training and mentoring new agents on client processes and procedures.
• Partner with Supervisor to ensure adequate coverage of staff to meet client volume and hours needs by creating and maintaining Five9 WFM schedules, identifying backfills for planned time off requests, distributing workload, and providing contact coverage when unable to identify appropriate coverage.
• Serve as a conduit of communications between the Supervisor and Agents. Provide management escalation and feedback as needed.
• Serving as an internal escalation point for resolving difficult issues; provide timely follow-up and guidance to the team.
• Lead informal team “huddle” meetings with agents to relay client concerns, workflow modifications, new details, etc.
• Collaborate with other Service Desk Leads to document, design and implement new processes, knowledgebase articles, and SOP enhancements to drive high First Call Resolution for the Service Desk.

Required Skills And Experience

• 4+ years of customer service experience
• 4+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.).
• 4+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 4+ years’ experience troubleshooting Microsoft Windows Operating Systems.
• 4+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 4+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 4+ years’ experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.).
• 4+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• 4+ years’ experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
• 2+ years’ experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.
• 1+ years’ experience troubleshooting mobile devices (phones and tablets) on Android and iOS platforms.
• 1+ years’ experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).
• Post-secondary education or equivalent experience, required.
• Ability to take on-call rotations outside of core business hours, including nights, weekends, and/or holidays is required.
• Basic understanding of Healthcare Terminology required.
• Demonstrates leadership skills with a proper understanding of when to escalate internally or to the client as appropriate.
• Proven ability to lead meetings, constructively train others, and complete assigned tasks by deadlines.
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) required.
• Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments.
• Excellent customer service and communication skills, written and verbal.
• Ability to maintain calm and professional composure in stressful environments.
• Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly.
• Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
• Strong attention to detail and ability to organize.
• Demonstrate strong typing skills (speed and accuracy).
• Must be able to work independently, as well as within a team environment.
• Must demonstrate and embody Nordic’s maxims.

Desired Skills And Experience

• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred.
• Bilingual in English and Spanish preferred.
• Experience troubleshooting Mac.
• Experience provisioning access in Active Directory and/or Azure.
• Experience provisioning Microsoft Office licenses, Distribution Lists, Group Mailboxes.
• Experience troubleshooting VDI, MFA.
• Experience or knowledge with ITIL.

Additional Details

• US Remote
• Must have a quiet, private working space

• Represent the Service Desk on calls with the Client Delivery Manager and client as appropriate.
• Collaborate and interface with all members of the Service Desk as a supportive team player.
• Field IT Service Desk calls to troubleshoot and resolve technical issues for physicians, clinicians, and hospital/clinic staff for technology-related issues related to hardware (i.e., laptop, desktop, printer, kiosk, Android, iOS, etc.), software (i.e., Windows, Active Directory, O365, Microsoft Office, Citrix, MFA, healthcare applications, etc.), access (i.e., password reset, account unlock, security role verification, etc.), network/VPN connectivity, and workflow issues as needed for client delivery/coverage needs.
• Analyze end user issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to view a callers’ screen to pinpoint root cause with a goal of First Contact Resolution (FCR).
• Partner with end users by guiding through problem solving or workflow training processes.
• Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket when unable to FCR, following escalation protocols as needed.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
• Maintain calm and professional composure in high-pressured situations.
• Identify and escalate high-priority issues to appropriate team for patient care or urgent issues.
• Collaborate and interface with all members of the Service Desk as a supportive team player.
• Work efficiently and reliably in unsupervised and varying environments.
• Adhere to policies and procedures such as HIPAA, Nordic, and client notification expectations.
• Complete on assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested.
• Assist in discovery and documentation of new client workflow implementations.  Document processes and relay changes to team members as appropriate to aid in First Contact Resolution.
• Attend and participate in team meetings.