The IS Service Desk Quality Specialist coordinates and maintains the Service Desk quality assurance program, delivers and/or implements systems and skills-based training for clinical and non-clinical IS Service Desk roles as needed and is directly responsible for client service escalations. Responsible for meeting a prescribed schedule for generating reports with data integrity including but not limited to incident management, transactional / aggregate audits of quality and productivity as well as customer service satisfaction. Also responsible for developing and implementing solutions to problems with an impact on or root-cause in the service desk including making strategic recommendations to IS leadership and management aimed at improving technical support to IS customers across the enterprise. Advise IS leadership of training needs and serve as a liaison with IS Training to assure responsive and accurate curriculum development to meet training needs targeted by IS leadership.
REQUIRED EDUCATION: High School diploma. Prefer Bachelor’s degree in Business, Healthcare or Technology.
REQUIRED EXPERIENCE: Three years Applications support in an IS or business environment. Prefer three years healthcare.
REQUIRED SPECIFIC SKILLS: Ability to conform to shifting priorities, demands and timelines through analytical and problem solving capabilities, experience working both independently and in a team oriented, collaborative environment is essential, ability to motivate, model and articulate ongoing technical support, business knowledge and customer service improvements for service desk agents and clients, ability to collaborate with other departments to meet problem resolution, curriculum development and training needs of both clinical and non-clinical service desk agents.
0020-BAYCARE HEALTH SYSTEM
Monday, Tuesday, Wednesday, Thursday, Friday
8:00 AM - 5:00 PM
BayCare - 18 months ago