Description
Title: Help Desk Analyst
Location: St. Louis Park, MN (55416)
Duration: 6months +
*This Help Desk Analyst position is targeted to occupy a prime shift with a flexible start time ranging from 7:00AM to 9:00AM, M - F.
Primary Responsibilities:
- Proficiently manage the resolution of inbound Password Reset calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
- Affectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
- Diagnose security issues; perform Domain, system and application password resets.
- Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.
- Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
- Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems.
- Escalate high priority, high impact issues to the USCs internal support teams.
- Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.
- Use remote control tools to assist customers when needed.
- Provide feedback on technical documentation for publication in Knowledge Base.
- Work in a high volume call center environment that operates 24x7x365.
Qualifications:
- 6 months or more experience, as a Call Center representative, devoted to providing technical helpdesk services, in which all issues were reported by phone, and performance was measured through Call Center metrics. (ie First Call Resolution, Adherence, Call Handle time, Quality)
- Must be able to type 40+ wpm and transcribe customer requests and issues during the phone conversation experience in a call center environment where success was gauged by balancing call handle time and first call resolution
- 6 months or more experience ,with resetting Active Directory passwords, various applications or systems, and verifying permissions
- Must be willing and able to work a schedule Monday-Friday with changing start times each day ranging from 7:00 am to 9:00 am
- College Degree preferred but not required
Assets:
- Experience using an incident or call tracking system
- Experience working with a knowledge base or knowledge tool
- Experience using and supporting IP phone systems
- Knowledge and experience supporting Windows 7
- Knowledge of HIPPA security regulations
- Technical degree or Associates degree in related field preferred
Qualified candidates should send their Resume.