Randstad Help Desk Representative in Somerville, Massachusetts
Help Desk Representative
salary:$15 per hour
date posted:Friday, July 13, 2018
job type:Temp to Perm
Help Desk Representative
Randstad is hiring 3 Help Desk Representatives to work with our client, a major Healthcare Network in Somerville, MA
These positions can lead to long term employment with this company. These are great entry-level opportunities!
DURATION: 07/23/18- 7/23/19 good chance to go perm
LOCATION: ASSEMBLY ROW, SOMERVILLE, MA - $8 for parking daily or take the Orange Line to Assembly Row stops - Somerville, MA 02145
Shifts: Sunday - Thursday 730a-4 (Fri and Sat off) Monday - Friday 10am-6:30pm -- Candidates can choose shift
As a Help Desk Rep, you will report to the Service Desk Team Lead. You will provide routine technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting.
Principal Duties and Responsibilities
Provide professional, efficient and effective customer service to our end user community
Answer and record calls coming into the 24/7 Service Desk using ITIL best practices.
Provide reference number to all callers
Process tickets submitted through self service using ITIL best practices.
Perform troubleshooting to end users for PHS and all its entities
Utilize stored information and documentation to help resolve issues
Utilize various communication methods including email and instant messaging applications
Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices.
Provide daily turnover reports
Maintain proper shift coverage for answering calls
Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
Work with groups external to the Service Desk to ensure a timely and effective hand-off of triaged calls
Relocate to an emergency location if needed
Perform other duties as assigned by Service Desk Lead
Working hours: 7:30 AM - 4:00 PM
Skills, Abilities, Competencies
Strong analytical and problem solving skills
Strong interpersonal skills, communication skills, listening skills and patience
Ability to work in a team environment
Ability to multitask and prioritize work requirements
Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment
General knowledge of supported software packages: MS Office, Exchange, Internet Explorer, and SharePoint
Knowledge of desktop operating systems: Windows and Mac OS
Knowledge of mobile devices including but not limited to smartphones & tablets
Knowledge of HP printers
Knowledge of repair of Intel based PC hardware
Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
Familiarity with Service Desk ticketing applications (ServiceNow, Service Manager, Remedy, etc..) a plus
General knowledge of LAN, Wi-Fi, VPN and internet working protocols
Knowledge of IT Service Management
One year experience in Customer Service, phone experience preferred
Hands on PC or Macintosh experience a plus
Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours
If this sounds like a great opportunity for you, please email a current resume to email@example.com
Or, you can text helpdesk to 954.308.6735 and I will get back to you!
Thanks for your interest in working with Randstad!!
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.