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*Title:help desk analyst* *Location: PLYMOUTH, MNPosition type: Cotract* *Client: UHG* *Job description:* *This is a help desk analyst position that will occupy shift as follows:* New Analyst training (first 8 to 12 weeks) will be Mon-Fri 8am-5pm. The post training shift will be discussed during the interview process but flexibility is important as the shift will likely include evenings and/or a weekend day. *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* - Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted - 1+ year of experience in a call center environment where success was gauged by balancing call handle time and first call resolution - 1+ years’ of experience in technical support (preferably in a helpdesk) with experience with resetting passwords and verifying permissions - Experience using an incident or call tracking system - Willingness to work a schedule described above. *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 *Agam Kumar* _________________________________________________________ Contech Systems, Inc. • 1480 U.S. Highway 9 North, Suite 206 • Woodbridge, NJ 07095 • D (9727984725) • F (732)632-8817 -- You received this message because you are subscribed to the Google Groups "SAP Workflow" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at https://groups.google.com/group/sap-workflow. For more options, visit https://groups.google.com/d/optout.
