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Form of workJob Description
Help Desk Analyst Job Description:
Required Pre-Qualifications:
Metric Dynamics:
Rate Range: 22-25/HR (based on experience)
- The ideal Help Desk Agent will blend excellent problem-solving & exceptional communication and interpersonal skills, with patience, a positive, customer-friendly attitude and a high work ethic.
- In addition, they should be motivated toward and will learn the basics of providing World Class customer service through expressing empathy, taking ownership and advocating on behalf of every call serviced.
- Digital natives, and those well immersed in technology, will find it easy to come up to speed supporting the broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures.
- Agents will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers. Agents will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.
- The ideal candidate will be able to perform well in a fluctuating pace environment, taking between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call outs to customers.
- Because of the critical nature of the role, agents are expected to be punctual and consistent with their work attendance as essential personnel, managing personal needs and navigating weather events to be fully present during agreed upon work hours.
- Multiple unplanned agent absences may result in an immediate termination of the intern agreement.
Required Pre-Qualifications:
- High work ethic with reliable transportation.
- Ability to communicate clearly and confidently by phone and in writing
- Personable and pleasant conversationalist
- Working knowledge and familiarity with Microsoft suite of Office Products
- Ability to learn new technologies & software quickly
- Motivated toward delivering high levels of Customer Service
- Intellectually curious with the ability to ask great questions.
- Ability to comprehend and adhere to written procedures & policies.
- Demonstrated Problem Solving ability
Metric Dynamics:
- Derives Satisfaction through Helping People with Technology
- Enjoys solving puzzles
- Likes to talk - articulate and utilizes intelligent choices of vocabulary
- Easygoing, not easily upset
- Auditory Learner
- Comfortable with all types of technology Digital Native
- Comfortable within ambiguous situations
- Continual Eager Learner, teachable
Rate Range: 22-25/HR (based on experience)
