Call Center Representative

Randstad USA; Somerville (MA); On-site; USD 40,000 - 50,000; Full time

Job summary

A leading staffing company is seeking an IT Helpdesk representative to provide technical support to end-users. The role involves troubleshooting, customer service, and collaborating on Service Desk improvements. Ideal candidates will have strong communication skills and a flexible schedule.

Qualifications

• One year experience in Customer Service, phone experience preferred.
• Knowledge of IT Service Management (ITIL) best practices.

Responsibilities

• Provide professional customer service to end users.
• Answer calls and process tickets using ITIL best practices.
• Participate in Service Desk improvements and projects.

Skills

Customer Service

Problem Solving

Communication

Interpersonal Skills

Multitasking

Tools

MS Office

Windows

Mac OS

ServiceNow

Job description

This range is provided by Randstad USA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$19.00/hr - $20.00/hr

Direct message the job poster from Randstad USA

Sr. Account Manager, RCS, Integrated MSP at Randstad Enterprise Staffing Professional | Customer Service |MSP | Recruiting | RPO | Relationship…

Randstad in partnership with Mass General Brigham are currently seeking a IT Helpdesk representative who will report to the Service Desk Team Lead with MGB. They 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

Qualifications:

• 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

• Strong analytical and problem solving skills

• Strong interpersonal skills, communication skills, listening skills and patience

• Ability to work in a team environment

• Self sufficient

• 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 (ITIL) best practices in process areas of incident management and request fulfillment a plus

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Administrative

• Industries

  IT Services and IT Consulting and Telephone Call Centers

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