• Job Description

  Req#: 1045962
  job summary:
  Reliable, adaptable, technical person with soft skills
  
  Job Duties :
  
  100% phone support Service Desk supports internal Client employees and contractors. This team also supports Client subsidiaries and vendor partners. The Service Desk receives requests for service through phone (call center), live chat, and web (online) tickets. The desk is staffed 24x7x365 including holidays. The help desk is very process driven with excellent documentation for incident resolution. Shift opening will vary as needed.
  
  Job Requirements - Agent Responsibilities:
  
  -Respond to all incoming contacts (phone/email/online).
  
  -Document incident/request specifics in the Incident Management System.
  
  -Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.
  
  -Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or support team.
  
  -Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Critical Response Team.
  
  -Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge.
  
  -Participate in continuous process improvement activities, making recommendations whenever possible.
  
  -Participate in project work
  
  -Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies.
  
  -Maintain complete confidentiality of company related business.
  
  -Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
  
  
  location: Waukegan, Illinois
  job type: Contract
  salary: $18 - 19 per hour
  work hours: 9am to 6pm
  education: No Degree Required
  
  responsibilities:
  Required Skills -
  
  Helpdesk, Softskills, VPN, VMWare
  
  Job Duties -
  
  100% phone support Service Desk supports internal Client employees and contractors. This team also supports Client subsidiaries and vendor partners. The Service Desk receives requests for service through phone (call center), live chat, and web (online) tickets. The desk is staffed 24x7x365 including holidays. The help desk is very process driven with excellent documentation for incident resolution. Shift opening will vary as needed.
  
  Job Requirements - Agent Responsibilities:
  
  -Respond to all incoming contacts (phone/email/online).
  
  -Document incident/request specifics in the Incident Management System.
  
  -Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.
  
  -Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or support team.
  
  -Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Critical Response Team.
  
  -Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge.
  
  -Participate in continuous process improvement activities, making recommendations whenever possible.
  
  -Participate in project work
  
  -Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies.
  
  -Maintain complete confidentiality of company related business.
  
  -Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
  
  Job Requirements -Job Requirements - Technical Skills:
  
  -Minimum of 1 year experience in a technical call center, customer service team or service desk.
  
  -Proven customer service support, IT phone support experience preferred.
  
  -Understanding of MS Office Suite, Outlook and Adobe products.
  
  -Knowledge of trouble ticket system.
  
  -Some PC hardware troubleshooting experience.
  
  -General network knowledge, VPN trouble shooting a plus.
  
  -Software applications support
  
  -Exposure to Windows desktop operating system support
  
  Soft Skills:
  
  -Self-motivated professional with a sense of advocacy for their customers.
  
  -The ability to interact with all levels of professional and technical personnel.
  
  -strong written and verbal communications skills with good grammar.
  
  -Proven analytical, technical and troubleshooting skills.
  
  -Excellent customer service skills
  
  -Good listening skills.
  
  -Excellent time management skills
  
  -Ability to multi task in stressful situations.
  
  -Organized with attention to details.
  
  -Ability to follow process and procedures with a willingness to learn and improve.
  
  -Proven ability to research incidents using a variety on-line documentation and knowledgebase techniques.
  
  -Work in a Team environment
  
  -Able to work various or extended shifts from time to time if needed
  
  Desired Skills & Experience -
  
  Entry level, personal technical experience, helping family/friends with computer issues
  
  
  qualifications:
  
  • Experience level: Entry Level
  • Education: No Degree Required
  
  skills:
  Helpdesk
  
  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).
  
  Applications accepted on ongoing basis until filled.
  
  
  
  
  
  

• About the company

  We provide outsourcing, staffing, consulting and workforce solutions within the areas of engineering, accounting and finance, healthcare, human resources, IT, legal, life sciences, manufacturing and logistics, office and administration and sales and marketing.

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