Help Desk Support

Duration: 6 months
Location: Wauwatosa, WI 53226
 
 Project Purpose: To provide additional support for our 1500+ biomedical field-based technicians on our Enterprise Asset Management platform (Nuvolo). 

Objective: Currently, we have 1300+ open tickets that need to be address. The objective of this engagement is to resolve and close a majority of these tickets and provide better support for our field-based team members. The goal is to reduce the amount of open tickets to ? 300 and better understand the resources needs for this USCAN biomedical support team. 
Start/Stop Dates: ASAP to 6 months 
Work shift (days/times) – 1st shift 8-5ish M/F OT available 

Services to be Performed: 
• Support Biomedical systems with End User Training 
• Train Field Personnel on Biomedical mobile application navigation 
• Triage inbound Biomedical Support requests from Field Personnel 
• Troubleshoot Biomedical issues, Resolve or Initiate Help Desk Tickets for appropriate routing and Project Manage follow through to resolution 
• Guide Field Personnel end users through issues with on the job training 
• Will take task based data management update requests and operate independently to complete the tasks 
• Update Team SOP and documentation 

SLAs: 
• Triage all tickets within 15 minutes of arrival (during regular business hours) 
• Resolve 65% of tickets assigned to them within 24 hours 
• Successfully Resolve at least 150 tickets per month 
• Run basic ServiceNow ticket metric reports weekly and as requested 
Job Description: 
Summary: 
The Functional Application Support person will be a Level 1 incoming ticket responder and mange ticket resolution for the USCAN Biomedical platform for End users. This person will monitor and manage those tickets with the help of documentation and escalation points at Level 2 and Level 3 of the Biomedical functional and Production Support Team. 

Key responsibilities/essential functions include: 
• Support Biomedical systems with End User Training 
• Train Field Personnel on Biomedical mobile application navigation 
• Triage inbound Biomedical Support requests from Field Personnel 
• Troubleshoot Biomedical issues, Resolve or Initiate Help Desk Tickets for appropriate routing and Project Manage follow through to resolution 
• Guide Field Personnel end users through issues with on the job training 
• Will take task based data management update requests and operate independently to complete the tasks 
• Update Team SOP and documentation 

Required Qualifications: 
• Bachelor degree in Electronics, Computer Science, Information Technology, Biomedical or Associates degree and 2 years of related industry experience 
• Process Thinking: 
o Ability to learn/understand Biomedical functions 
o Ability to understand different Service Business functions/processes in the Biomedical space 
o Ability to understand Data Flows 
• Computer skills: 
o Microsoft Office Suite 
• Advanced Communication Skills: 
o Ability to communicate in person and on the phone in an effective manner 
o Ability to collaborate 
o Ability to concisely communicate over email and Instant Messaging 
• Ability to Multi-task and Work Independently: 
o Ability to manage & track multiple tasks and stay focused to close 
o Ability to adapt, shift focus if needed, but keep other tasks in mind for further work 
o Ability to determine when to ask questions on unanticipated variations, vs work independently
o Attention to detail, accuracy and record keeping of work performed 

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