LEAD SERVICE DESK AGENT

at  Stanford Health Care

1.0 FTE Full time Night - 08 Hour R2441998 Onsite 108480032 TDS Support Svcs Technology & Digital Solutions NEWARK, 7600 Gateway Blvd, California
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Night - 08 Hour (United States of America)
This is a Stanford Health Care job.

SHC COMMITMENT TO PROVIDING AN EXCEPTIONAL PATIENT & FAMILY EXPERIENCE

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $37.42 - $48.65 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage

What you will do

• Develop & present technical comprehensive solutions to customer problems including the project management of complex installations Problem reporting, escalation, replication, and resolution management and conference calls with customers.
• Developing & refining internal processes to improve support efficiency and productivity Supports t2 t3 Windows, Mac based platforms, knows how to work OS Cross functional communication to Customers remote stations, assisting teams with networking/Ethernet problems
• Managing Escalation
• Resolving escalated/deteriorated Service Desk Tickets
• Handling escalated phone calls in real time
• Overseeing the Service Desk Floor
• Providing instant on-site support for Service Desk Agents
• Ensuring that daily Service Desk workflows are met
• Developing and conserving relationships between departments
• Upholding a role as a Point of Contact/SME for specific subdivisions
• Generating support documents: Knowledge Base Articles, Workflows etc.
• Capacity to process a Tech Bridge
• Ability to identify and analyze Incidents that require a Tech Bridge
• Familiarity with the environment to recognize and assemble the required parties
• Willingness to temporarily embrace necessary roles
• Stepping in as Supervisor of the day
• Inclined to lead meetings as necessar

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordinatio