At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Information Technology Service Desk Specialist III

Location

Beachwood

Facility

CC Administrative Campus

Department

ITD Service Delivery-Information Tech Div

Job Code

M99988

Shift

Day/Evening/Night/Weekend

Schedule

6:00am-7:30pm

Job Summary

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As an Information Technology Service Desk Specialist III, you will:
• Provide phone-based technical support to all Cleveland Clinic Customers (internal/external).
• Handle escalations to facilitate First Contact Resolution from peers, patients, caregivers and physicians.
• Perform research to resolve customer issues utilizing admin rights and software deployment.
• Coordinate enterprise downtimes, respond to Self Service incidents and Simple Provisioning and handle all incoming emails.
• Handle general administrative duties as assigned.

The ideal future caregiver is someone who:
• Thrives working both independently and as part of a team.
• Demonstrates innovative and critical thinking.
• Is self-accountable, proactive and a quick learner.
• Has excellent communication, analytical, customer service and active listening skills.

This role will allow you to create the foundation in healthcare that you’ve been looking for. You’ll be supported as you enhance your skills and advance your career as this position offers tuition reimbursement and endless opportunities within Cleveland Clinic.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Job Details

Responsibilities:

• Owns the identification and coordination of major incident activities. Proactively and reactively monitoring interfaces and responds to network activity and interface alerts to ensure stability of applications.
• Delivers internal team support consisting of Peer to Peer assistance for Service Desk Specialists I/II with general guidance on issue resolution.
• Utilizes increased access and security to resolve complex issues during the first call.
• Mitigates concerns for escalated callers when appropriate to de-escalate; Escalates to Leadership based on event to ensure customer’s needs are met.
• Completes non-phone requests such as emails, self-service incidents, simple provisioning, and reassignments.
• Provides High Level of customer satisfaction and quality and represents Cleveland Clinic to vendors.
• Provides effective telephone diagnostic evaluation of all customers and all call types including Enterprise and Clinical support using judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
• Follows standard procedures for work completion and/or updates as appropriate and meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
• Provides feedback on current Knowledge articles, verifies knowledge feedback from Service Desk Specialist I, II and submits to corresponding team for creation.
• Other duties as assigned.

Education:

• High School Diploma or GED or equivalent required.
• Associate's Degree with three years of Service Desk and one year of IT-related experience may substitute the experience requirement.
• Bachelor's Degree with three years of Service Desk-related experience may substitute the experience requirement.
  

Certifications:

• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.
• Help Desk Institute (HDI) certification (or other IT Service Desk certification) preferred.

Complexity of Work:

• Provides advanced technical troubleshooting.
• Possesses innovative thinking, problem-solving skills and able to multi-task and prioritize.
• Strong knowledge of operating systems, software remediation, possess strong customer service skills, and call center environment.
• Knowledge of IOS devices preferred. Possess strong knowledge of Cleveland Clinic environment, applications and support teams.
• Holds self-accountable to high standards.
• Ability to work independently or in a team environment.
• Remains calm under pressure.
• Able to work in a fast paced, stressful environment.
• Learns quickly.
• Strong verbal communication skills – ability to communicate with customers/peers/leadership.
• Ability to explain processes and procedures in a clear manner.
  Demonstrates advanced active listening skills.
• Proactive approach to work.
• Strong Analytical skills.
• Ability to identify issues and solutions to represent the service desk in business engagement meetings.

Work Experience:

• Four years of IT-related Service Desk experience in a high call volume Call Center required.
• IT experience in a Healthcare organization preferred.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods.
• Ability to travel throughout the hospital system.
• Ability to operate a computer and other office equipment.
• Ability to communicate and exchange accurate information.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

Please review the Equal Employment Opportunity poster .

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities