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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