Call Center Representative Job at Randstad USA in Somerville

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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