Hi

Please send me profile at agam.ku...@contech-it.com


*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

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