Job Summary

Help Desk Specialist

  • Location:
    Warwick , Rhode Island
  • Category:
    Help Desk/Technical Support
  • Contract Type:
  • Job reference:

The Technical Support Analyst in the TSC is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. Successful candidates will handle ~ 60+calls/day with regard to all areas of the company’s IT infrastructure and applications, work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and customer focus. Effective candidates will have shown at least a year of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers.
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.
Qualifications & 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
• 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
Typical Day
Analysts typically handle 50+ inbound contacts (calls, live chat sessions, online submissions)/day with regard to all areas of the company’s IT infrastructure and application. Through utilization of a robust knowledge base analysts resolve or assign incidents to specialists for processing. They balance their technical ability with customer service to provide high quality interactions with the internal employees and contractors that the TSC supports. Adherence to published schedules is critical to successfully managing the volume of contacts received at the TSC.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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