Helpdesk Associate Analyst

Collabera; City of Albany (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

Collabera is seeking a Helpdesk Associate Analyst in Albany, NY for a 9+ month position. This entry-level role requires an IT Associate, Bachelor's degree, or IT certification. The successful candidate will provide technical support for desktop, laptop, printer, and network issues primarily via phone, handling around 25-40 calls per day.

Qualified applicants will possess 1 to 3 years' experience in a Helpdesk or Customer Service environment and must be proficient in troubleshooting and customer interactions. This role aims for high-first call resolution and quality scores.

Qualifications

• Entry level position requiring IT Associate, Bachelor's degree or IT Certification or equivalent experience.
• 1 to 3 years’ experience in a Helpdesk or Customer Service environment.

Responsibilities

• Provide technical support for laptop, desktop, printer, and network connectivity issues.
• Handle incoming calls, average 25-40 calls per day.
• Document calls and troubleshooting steps in Service Manager.

Skills

Technical Phone Support

Troubleshooting

Customer Service

Education

IT Associate, Bachelor’s degree or IT Certification

Job description

Job Description

Position: Helpdesk Associate Analyst

Duration: 9+ months (Possible Extensions)

Location: Albany, NY – 12211

An entry level position requiring an IT Associate, Bachelor’s degree or IT Certification or equivalent experience. 1 to 3 years’ experience in a Helpdesk or Customer Service environment. Responsible for providing technical phone based support, laptop, desktop, printer and network connectivity issues as well as applications throughout the Corporate and Retail Bank Enterprise.

A Day In the Life Of First Level Representative:

• Responsible for providing technical support, laptop, desktop, printer and network connectivity issues as well as application support throughout the Corporate and Retail Bank Enterprise.
• Position’s focus is on technical phone support to our internal Employees.
• Phone Based Support
• Answer incoming client calls on a wired headset at your desk, average 25-40 calls per day
• Perform initial problem determination by asking client trouble shooting questions
• Utilize Service Manager to find appropriate Knowledge article to use
• Document clients call and steps taken in Service Manager
• Stay informed, read News Articles and Group Chat feeds
• Manage Callers time effectively, use escalation guidelinesResolve Call using all available resources to you striving for First Call Resolution or sending a ticket when deemed necessary
• Manage After call work and Auxiliary time daily 50 minutes or less
• Receive 2 – 15 minute breaks scheduled by you when there is phone availability
• Receive a half hour lunch for an 8.5 hour workday scheduled by management

Goals:

• First Call Resolution minimum goal 88%
• After Call Work & Auxiliary combined goal of 10% or less
• Quality Score 98% or higher
• Survey Score 4.85% or higher out of 5.0

Qualifications

• IT Associate, Bachelor’s degree or IT Certification or equivalent experience
• 1 to 3 years’ experience in a Helpdesk or Customer Service environment