Role Description:
The Help Desk Analyst is primarily responsible for providing coverage and support for the customer service desk (including calls, emails, and voicemails).
Key Responsibilities:
- Provides daily helpdesk phone, email, voicemail, and chat support to meet or exceed relevant contractual obligations and Service Level Expectations.
- Assists with monitoring helpdesk-related ticket Service Level Expectations.
- Assists with creating and maintaining process documentation and communication templates related to helpdesk activities.
- Identify issue trends and work with the supervisor to identify and propose process improvements to mitigate or resolve them.
- Escalates helpdesk tickets as necessary and follows through on each issue to resolve them according to Service Level Expectation timelines.
- Adheres to helpdesk procedures, including but not limited to quality assurance standards and processes.
- Possess keen awareness of relevant contractual requirements, deliverables, and Service Level Expectations.
- As project needs and priorities shift, the above responsibilities may be adjusted or expanded to meet service and contractual compliance needs.
- strong written and verbal communication skills.
- strong organizational skills with an emphasis on attention to detail and problem-solving.
- Critical thinking skills demonstrated by the ability to gather information, interpret, and draw accurate conclusions about causes and solutions.
- Proficient in Microsoft Word, Excel, Outlook, and Excel.
Minimum Requirements:
- Minimum 2 years of working in a collaborative team environment.
- Minimum 2 years of experience with Microsoft Office products (especially Word, Excel, and PowerPoint).
- Minimum 1 year interacting with customers (ideally in a call center environment).
location: Tallahassee, Florida
job type: Contract
salary: $18 - 19 per hour
work hours: 9am to 5pm
education: Bachelors
responsibilities:
Key Responsibilities:
- Provides daily helpdesk phone, email, voicemail, and chat support to meet or exceed relevant contractual obligations and Service Level Expectations.
- Assists with monitoring helpdesk-related ticket Service Level Expectations.
- Assists with creating and maintaining process documentation and communication templates related to helpdesk activities.
- Identify issue trends and work with the supervisor to identify and propose process improvements to mitigate or resolve them.
- Escalates helpdesk tickets as necessary and follows through on each issue to resolve them according to Service Level Expectation timelines.
- Adheres to helpdesk procedures, including but not limited to quality assurance standards and processes.
- Possess keen awareness of relevant contractual requirements, deliverables, and Service Level Expectations.
- As project needs and priorities shift, the above responsibilities may be adjusted or expanded to meet service and contractual compliance needs.
- strong written and verbal communication skills.
- strong organizational skills with an emphasis on attention to detail and problem-solving.
- Critical thinking skills demonstrated by the ability to gather information, interpret, and draw accurate conclusions about causes and solutions.
- Proficient in Microsoft Word, Excel, Outlook, and Excel.
Minimum Requirements:
- Minimum 2 years of working in a collaborative team environment.
- Minimum 2 years of experience with Microsoft Office products (especially Word, Excel, and PowerPoint).
- Minimum 1 year interacting with customers (ideally in a call center environment).
qualifications:
- Experience level: Entry Level
- Minimum 2 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
