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Help Desk Analyst

This job posting expired and applications are no longer accepted.
Insight Global - Client Atos
Published
May 16, 2019
Location
Cincinnati, OH - Mason, OH, Ohio
Job Type
Deadline to Apply
2019/12/27
Hourly Wage
15

Description

Day to Day Summary

  • Accept inbound requests via phone and potentially chat, email and ticket queues
    • Average 30 to 50 requests per day (some accounts can be higher)
    • Average expected time on task between 4 to 12 minutes
    • Expected resolution rate for each call or ticket is between 60% - 90%
  • During each call or ticket, an Agent is expected to complete the following:
    • Communicate with users to understand issues and provide known solutions
    • Document and resolve each incident according to process specifications provided during training in the ticketing system
    • Properly escalate incidents which cannot be resolved to downstream support groups according to process specifications
  • Additional responsibilities may include:
    • Work collaboratively supporting team via Skype/Lync
    • Assist with training and supporting fellow agents

 

 

Job Requirements

Qualifications
•Associates degree or equivalent work experience in IT related field preferred◦A+, Network +, HDI and/or Microsoft certifications preferred

•Experience in customer service or call center environment◦Ideally gained in a customer facing environment

•English proficiency in both verbal & written form
•Must be culturally sensitive; appreciate cultural differences

Must Have - Computer Technology Knowledge
•Windows Client Operating System◦Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10

•Microsoft Outlook
•Microsoft Office (Word, Excel, PowerPoint)
•Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
•Password Reset experience
•Knowledge and exposure to Active Directory
•Experience with a ticketing system
•Exposure or knowledge to PC hardware and mobile devices

Discussion of Soft Skills
•Must be able to communicate effectively with corporate customers of different technical
•expertise, peers and all levels of management
•Ability to efficiently resolve customer problems and escalate further as appropriate
•according to company procedures
•Ability to work well under pressure, set priorities and comfortable making quick decisions
•Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
•Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues,
•desire to learn

How to Apply

Email emily.giovannucci@insightglobal to apply - include resume with contact information

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