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Go to next pagePOSITION OVERVIEW: eLicensing HELP DESK SPECIALIST - DPH/BHPL - The health profession eLicensing Help Desk Specialist will be responsible for assisting external customers (licensees) of the BHPL eLicensing application.
- Guide customers through proper use of the vendor-managed licensing application(s)
- Triage, troubleshoot, resolve, and escalate issues as necessary
- Create and track help desk tickets
- Provide high-level answers to general BHPL licensing process questions
- Handle help desk phone calls and respond to email requests
DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES: - Provide level 1 help desk customer support to assist licensees using BHPL eLicensing application to apply for / renew health profession licenses
- Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.)
- Utilize internal ticketing system
- Communicate, and enforce system standards as necessary
- Simulate and troubleshoot user problems
- Train other state staff in operation of the Help Desk as needed
- Ensure Help Desk phone is not left unattended
- Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
- Participate in daily team standup
- Perform other duties related to HPL eLicensing helpdesk.
QUALIFICATIONS: - 3+ years of experience working as a business application customer help desk specialist
- Identify / troubleshoot / escalate / resolve issues
- Excellent verbal communication skills
- Excellent Telephone and interpersonal skills
- Excellent organizational skills
- Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA
- Analytical thinking skills
- Strong follow-up skills
- Ability to work effectively both as an individual and as a team member
- Ability to get up to speed quickly
See details and apply
Customer Help Desk Specialist
