DaVita is looking for a Senior Service Desk (IT) professional to join our team. In this IT contact center support role, you will be responsible for solving support incidents, documenting solutions, and escalating issues to minimize downtime while providing maximum customer service. At DaVita, we strive to be a community first and a company second, aiming for all teammates to experience DaVita as 'a place where I belong.'
What You'll Do
- Solve support incidents in a timely manner.
- Document known issues and solutions.
- Work with project teams to gather product and process knowledge.
- Escalate issues when necessary to minimize downtime.
- Support customers through phone, chat, and tickets via customer portal.
- Assist and coach Service Desk Professional & Specialist Teammates.
- Act as point of informal leadership and issue escalation in Supervisor's absence.
- Represent Service Excellence Contact Center on meetings with other teams.
- Use advanced knowledge and problem-solving skills to diagnose and solve customer support issues.
- Apply appropriate solutions to resolve majority of incidents at first contact.
- Participate in rotating on-call and Saturday coverage schedule.
- Log and document troubleshooting steps and solutions.
- Escalate incidents to appropriate next level support team.
- Communicate with customers providing status updates and follow-up.
- Mentor teammates on performance concerns with Supervisor involvement.
- Assist in training new hires.
- Monitor team group chat spaces and email to identify support opportunities.
- Monitor CMS software to assess incoming call volume and take action.
- Notify Supervisors, identify trends, help teammates on longer calls.
- Handle incoming issues from high priority sources.
- Work with Knowledge Management team to review and edit knowledge base articles.
- Complete additional tasks and projects as assigned by Service Desk leadership.
Team & Environment
This role acts as an informal leader and escalation point for Service Desk Professional & Specialist Teammates.
Benefits & Compensation
- Compensation: $20.50 - $28.00 per hour (general wage range). Specific minimum wages for New York and Washington locations are detailed in posting.
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out.
- Support for you and your family: Family resources, EAP counseling sessions, access to Headspace®, backup child and elder care, maternity/paternity leave.
- Professional development programs: Variety of programs for career growth, on-demand virtual leadership and development courses through StarLearning.
Work Mode
This is an onsite position located at 5200 Virginia Way, Brentwood, Tennessee, 37027-7569, United States of America.
We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
