TEKsystems Helpdesk Support Analyst in Owings Mills, Maryland
This is a Tier 1 IT Helpdesk Technician role. This role is open due replacing an existing contractor who is leaving at the end of his contract. This person will initially be trained on either internal or external support within the organization, depending on the training cycle. This is the internal support of said client, which requires more technical knowledge. They will be supporting traders, analysts and high level executives. These individuals will be responsible for all standard IT helpdesk support duties (including internal and external calls). Additionally, the customer's busy season begins in November which leads to significant increases in overall call volumes.
The primary responsibilities of the position will include:
The Help Desk Specialist answers inbound calls and emails for technical assistance from Shareholders, Participants, Associates and Vendors. The position answers calls from external customers related to accessing account information through various types of media including Internet and phone access. The position answers calls from internal customers who are requesting support to successfully and efficiently complete their job responsibilities.
Trouble-shooting and diagnosis of technical issues for users using Financial Investment Applications.
Maintain objectivity in effective problem resolution.
Escalate problems to Level II and supervisor based on department operations and procedures as necessary.
Handle all incoming technical support problems using Remedy's ticketing system and other systems as required.
Follow all department procedures.
Weekend rotation and overtime potential.
40% of calls are password resets.
Desk supports internal and external users.
The desk supports over 400 apps, but about 12 of them account for 80% of the calls regarding apps.
There is No Quota regarding number of calls an agent must take, they are more focused on the quality of the call.
The desk takes about 1000 calls per day, 30-50 per person.
The average call is 6-7 minutes and the goal is to be on the phone for 70% of every hour.
Windows 7, Microsoft Office, Internet Explorer, Customer Service, Ticket
Top Skills Details:
Person should have experience exercising strong customer service skills within a structure call center environment 2.Windows 7(preferred) (1-2 years experience supporting / troubleshooting)
Microsoft Office Suite 2007/2010 (1-2 years experience supporting troubleshooting
1-2 years of call center / technical support experience in an environment that uses a ticketing system
Additional Skills & Qualifications:
Communication is critical
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.