Owings Mills, MD
Who Staffing is looking for a Help Desk Analyst I for a full-time contract opportunity with our client in Owings Mills, MD
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 comfortable 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 are provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers.
Agents will work 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 worker agreement.
Combination of 2 years of work experience and / or an Associate Degree or completion of coursework at a technical school.
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 work overtime and periodic weekends as needed
High proficiency and comfort operating with a broad spectrum of technology including desktop and mobility items (Smartphones & Tablets).
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.
Excellent decision-making ability utilizing sound judgement and critical thinking skills
Demonstrated Problem Solving ability
1 to 2 yrs. Call Center or Customer Service experience
1 to 2 yrs. Technical Support experience
1 to 2 yrs. Experience working in a corporate professional environment
Bachelor’s Degree in a related field of study
Professional certification, such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation
Familiarity documenting calls and service requests within ServiceNow