Summary: The Customer Service Advocate is responsible for prioritizing customer satisfaction for Information Technology services by r epresenting the Information Technology department and managing difficult situations and conflict resolutions. This includes but is not limited to monitoring all incidents, requests, and complaints to ensure issues are resolved on time and effectively.

　　Education: Bachelor’s degree, or equivalent work-related experience.

　　Experience: 2 or more years Healthcare IT/ Customer Service experience preferred.

　　Skills and Abilities:

　　Understanding of ITIL and ServiceNow

　　Working knowledge of Windows environment

　　Skilled knowledge of Dell, HP and Lenovo desktops, laptops, printers, mobile devices, and peripheral hardware components

　　Functional knowledge of support software: Office 365, Internet Explorer, MS Edge, Google Chrome, Cisco AnyConnect, Citrix

　　Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.

　　Creative problem solving, critical thinking and empathy skills are essential.

　　Professional interaction, active and passive listening skills, and the ability to utilize computer- based resources in a highly effective manner.

　　Be flexible to schedule changes or additional coverage, particularly during peak periods

　　Ability to develop and maintain strong relationships at all levels of the organization

　　Ability to work independently, prioritize workload, and multi-task with a results-oriented attitude

　　Working Conditions, Physical Environment and/or Safety Requirements :

　　Working environment on site on hospital units and IT office area. Must consider current safety requirements and ergonomics with regards to hardware recommendations and placement during system installation in other hospital departments. Frequent use of personal computers.