Service Desk Lead
Santa Clara Valley (Cupertino), California, United States
Support and Service
At AC Wellness Network, our focus is to support the delivery of compassionate, effective healthcare to the Apple employee population. We believe that trusting, accessible relationships with our patients, enabled by technology, promotes high quality care and a great patient experience! This is fostered by an environment of continuous learning and teamwork, which in turn allows us to achieve exceptional health outcomes! The Service Desk Lead is the first point of contact for application support related questions. The primary role of this position is to receive, log, resolve, escalate and/or ensure full resolution with patients. Issues to be addressed will include those allowing for immediate resolution to those that may need escalation to IT or Engineering. In additions to direct support, this position will also assist in assembling regular as well as ad hoc reporting.
- Minimum 4 years customer service experience
- Knowledge of Basic iOS and Office Software applications
- Knowledge of ITIL best practices such as the difference between Incident, Problem and Change
- Experience in a Tech support organization.
- Experience with Jira Service Desk strongly preferred
- Excellent verbal and written communication skills
- Project Management
Our team is developing new support center processes, protocols, response and other related materials necessary to support consistent support desk operations. * You'll develop support desk training guides, user guides, FAQs, and portal bulletins. * Manage a support queue through the recoding in Jira (or other applicable ticketing application), prioritization and categorization of support cases and provide fist line response to requests for application support. You'll resolve issues on first touch whenever possible. *Develop triage and escalation protocols as pertains to escalations and reduction of support cases to them correct resource (e.g. IT and Engineering). *Responsible for maintaining a knowledge base of support solutions *Provide input into and refinement of standard operating metrics and dashboards. Refine and delivery regularly operational health metrics/reports (i.e. CSAT, Mean Time to Resolution (MTTR), Ticket Age, Contacts, etc) to ensure the successful delivery of services. *Work with project implementation specialists to align support of critical projects with standard support workflow. *Manage major technical incidents (e.g. outages) and communications to our provider and patient base and vendors. *Provide patient verification of case closures. *Provide feedback to operating, IT and engineering teams to assist in addressing root causes. *Provide above for similar support needs that may arise from new pilots, programs or services.
Education & Experience