Service Desk Lead

Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.

The Level 1 Service Desk support is responsible for learning and Level 1 technical support
to Epic and Microsoft systems and other tools. This position plays a key role in our service
desk by diagnosing, troubleshooting, and resolving application questions and issues,
providing education to customers on functions and features, and properly escalating
potential problems as applicable. Requires working in a team and being responsible for
achieving defined goals. Requires the ability to communicate effectively with customers
and coworkers regarding application/technical issues.

Duties and Responsibilities:

• 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.

Skills Required:

• Technical-related Associate degree and/or 2 years of progressive experience wit

Minimum 3 year(s) of experience is required