19 days old
2017-10-312017-11-28

Help Desk Analyst

Lynchburg, VA 24501
  • Job Code
    585215
  • Payrate
    $17 To $17

Randstad Technologies is actively seeking candidates for a Help Desk Analyst role in Lynchburg, VA.


The Production Support Specialist answers inbound calls from global customers as well as internal system users and is responsible for providing first level operational and technical support.


Primary Responsibilities:


- Provide IT operations support in a 24X7 team Help Desk environment. Adjust working hours and schedule as needed.


- Develop and exhibit technical subject matter expertise on the supported systems and associated business processes.


- Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from Genworth and/or vendors.


- Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience.


- Assess impact of issues and ensure proper severity assignment.


- Ensure Support Guides and related documentation is up-to-date.


- Regularly identify and implement improvement opportunities.


- Fulfill corporate compliance tasks including mandatory training and weekly timesheets.


-Other duties as assigned


Preferred or Desired Skills:


- High School Diploma, GED or Equivalent Certification


- 2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.


- Proficiency with Microsoft Office 20007 (Outlook, Excel, and Word)


- Experience with web navigation and support in a Microsoft Windows environment


- Strong communication and interpersonal skills


- A work ethic with a focus on quality, results and customer satisfaction


Preferred Qualifications:


- Bachelors Degree in Business Administration or Information Technology


- Familiarity with basic insurance industry terminology


- Excellent technical and analytical skills


- Experience in dealing with complex customer escalated issues


- Organized and detailed documentation skills

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Help Desk Analyst

Randstad Technologies
Lynchburg, VA 24501

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Help Desk Analyst

Randstad Technologies
Lynchburg, VA
US

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