21 days old

Help Desk Support

Minneapolis, MN 55442
  • Job Code
    578024
  • Payrate
    $15 To $19

Primary Responsibilities:


- Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.


- Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.


- Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.


- Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.


- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed.


- Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.


- Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.


- Anticipates customer needs and proactively identifies solutions.


- Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.


- Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.


- Escalate high priority, high impact issues to the internal support teams.


- Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).


- Work in a low-wall cubicle environment with moderate noise levels.


Requirements:


- Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted


- 1+ year experience in a call center environment or equivalent


- 1+ year of experience in technical support (preferably in a help desk) with experience with resetting passwords and verifying permissions


- Experience using an incident or call tracking system


Assets:


- Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics


- Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)


- Typing speed of 50 WPM a plus


- Experience working with a knowledge base or knowledge tool


- Experience using and supporting IP phone systems


- Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone


- Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices


- Experience with supporting MAC hard and software


- Experience in a large corporate environment


- Exposure to or knowledge of ITIL practices

Categories

  • Information Technology

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Help Desk Support

Randstad Technologies
Minneapolis, MN 55442

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Help Desk Support

Randstad Technologies
Minneapolis, MN
US

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