Service Desk Specialist I

The Service Desk Specialist I at OneOncology is responsible for delivering exceptional customer service by managing technical issues and requests from users. This includes incident ticket resolution, communication between customers and the IT team, logging problems, and participating in hardware setups for new users. You’ll also be tasked with documenting processes and maintaining an inventory of assets. Each of these responsibilities plays a crucial role in supporting the technological needs of community oncologists.

To qualify for the Service Desk Specialist I position at OneOncology, candidates should possess 1 to 3 years of recent experience in a technology, service desk, or helpdesk role. Experience in healthcare is a plus, along with ITIL certifications and basic certifications in A+ and Microsoft products. While applicable education or demonstrated experience can be substituted, a commitment to continuous improvement and a customer-centric mindset is essential.

At OneOncology, we create an environment that fosters professional development and continuous improvement. Employees in the Service Desk Specialist I role will have opportunities to participate in training programs, gain exposure to cutting-edge technology solutions, and develop their skills through hands-on experiences. Additionally, our collaborative workplace encourages feedback and mentorship, allowing you to cultivate a fruitful career in IT.

As a Service Desk Specialist I at OneOncology, you will engage in a variety of customer interactions, primarily focused on resolving technology-related issues. This includes receiving calls, responding to tickets, guiding users through technical questions, and providing updates regarding the status of their requests. Your ability to communicate effectively and empathetically will play a key role in fostering a positive user experience and ensuring that our team can continue making a difference for patients.

The Service Desk Specialist I position at OneOncology is a hybrid role based in Nashville, TN. While you'll have the opportunity for some remote work, much of the role will involve in-person interactions to ensure seamless support for our technology operations and enhanced collaboration with the team.

When answering this question, highlight your hands-on experience in managing and resolving incidents within a ticketing system. Discuss specific examples of how you prioritized and communicated with customers, and detail the outcome of your intervention. Emphasize any tools or methodologies you've used to enhance efficiency.

In your response, illustrate your ability to triage issues based on severity and impact on daily operations. Share a real-life example where effective prioritization made a difference, and mention any frameworks or tools you utilize in your prioritization process.

Here, use the STAR method to outline the Situation, Task, Action, and Result. Detail your approach to empathize with the user's concerns, the actions you took to resolve their issue, and the positive outcome that followed. This showcases your customer service skills effectively.

Be specific in naming the tools you've worked with, such as ServiceNow, ticketing systems, or communication platforms. Discuss your proficiency level and any training or certification related to these tools to demonstrate your readiness for the Service Desk Specialist I role.

In your answer, express the importance of knowing your limits while demonstrating initiative. Talk about the steps you take to seek information, including consulting documentation, collaborating with colleagues, or escalating to higher-level support, always maintaining communication with the user.

Discuss your belief in the importance of clear and effective documentation in improving service desk efficiency. Provide examples of how you've contributed to creating or improving documentation in past roles, emphasizing the benefits it brought to the organization.

Respond by detailing specific initiatives you've taken that led to better efficiency or customer satisfaction. Provide metrics if possible, and showcase your proactive mindset in identifying gaps and recommending enhancements.

Highlight your adaptability in tailoring your communication based on the audience. Provide an example of a complex issue you simplified for a non-technical user while also effectively collaborating with technical teams. This demonstrates your ability to bridge the gap between both groups.

Research OneOncology's mission and values and reflect that knowledge back in your answer. Express how you find alignment with their patient-centric approach and how you would contribute to their goals as a Service Desk Specialist I, thereby showcasing your genuine interest in the company.

If applicable, share your background in healthcare technology support. Highlight specific technologies you’ve encountered, any relevant regulations you've navigated, and how your experience prepares you for the challenges in supporting OneOncology's IT environment.