TEKsystems c/o Allegis Group
Description
Providing helpdesk ticket auditing services to determine agent performance in comparison with established KPIs via various metrics. Manage and assist in the training for new staff to assist with increasing audit volume. Provided various PowerBI reports to aid in root cause data analysis for Operational and QoS concerns including but not limited to:
Phone App usage analysis; determined the percentage of agents that used the required phone app while handling call tickets, along with visualizations and live updates from organizational DataFlows.
Built Operations Dashboard for manager to tracking day to day operations as well as aged tickets, team ownership, delinquent tickets, and both historical and contemporaneous KPI summaries.
Performed root cause analysis for special concern tickets from sales staff where timeliness is critical. Analyzed number of ticket reassignments, number of days open, metrics by agent, by team, by leader and by org to assist in the development of strategies to improve performance. Worked with the technology team to assist in validating and providing insights on performance for audits that are completed via automation tools. Assist the technology team in a current project to reorganize and modernize their backend data structure.
Skills Power bi, Reporting, Data analysis, Python, Analytic, Business analysis
Additional Skills & Qualifications
Design interactive Power BI dashboards on Global Service Desk agent performance, SLAs, and end-user experience metrics. Enhance reporting efficiency by leveraging M language and DAX to cleanse, integrate, and transform data from diverse systems, including ServiceNow and Five9.
Develop ServiceNow reports and Platform Analytics Indicators for KPI tracking, trend analysis, and CMDB data quality to support data-driven decision-making.
Built and optimized data cleaning pipelines with Python scripts, streamlining data processing workflows and ensuring high-quality data for analysis.
Applied machine learning techniques to analyze complex datasets, identified topics of conversation within Virtual Agent chat transcripts, and provided predictive insights for business strategy.
Present data analysis findings through clear visualizations, reports, and presentations to drive informed decision-making by stakeholders and executives.
Lead requirements gathering sessions with business users to capture and document data needs, and translate them into technical specifications.
Provide ongoing maintenance and troubleshooting for existing reports and dashboards, ensuring data integrity and timely updates.
Experience Level Entry Level
Pay and Benefits The pay range for this position is $25.00 – $28.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type This is a hybrid position in Saint Paul,MN.
Application Deadline This position is anticipated to close on Oct 28, 2025.
Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Providing helpdesk ticket auditing services to determine agent performance in comparison with established KPIs via various metrics. Manage and assist in the training for new staff to assist with increasing audit volume. Provided various PowerBI reports to aid in root cause data analysis for Operational and QoS concerns including but not limited to:
Phone App usage analysis; determined the percentage of agents that used the required phone app while handling call tickets, along with visualizations and live updates from organizational DataFlows.
Built Operations Dashboard for manager to tracking day to day operations as well as aged tickets, team ownership, delinquent tickets, and both historical and contemporaneous KPI summaries.
Performed root cause analysis for special concern tickets from sales staff where timeliness is critical. Analyzed number of ticket reassignments, number of days open, metrics by agent, by team, by leader and by org to assist in the development of strategies to improve performance. Worked with the technology team to assist in validating and providing insights on performance for audits that are completed via automation tools. Assist the technology team in a current project to reorganize and modernize their backend data structure.
Skills Power bi, Reporting, Data analysis, Python, Analytic, Business analysis
Additional Skills & Qualifications
Design interactive Power BI dashboards on Global Service Desk agent performance, SLAs, and end-user experience metrics. Enhance reporting efficiency by leveraging M language and DAX to cleanse, integrate, and transform data from diverse systems, including ServiceNow and Five9.
Develop ServiceNow reports and Platform Analytics Indicators for KPI tracking, trend analysis, and CMDB data quality to support data-driven decision-making.
Built and optimized data cleaning pipelines with Python scripts, streamlining data processing workflows and ensuring high-quality data for analysis.
Applied machine learning techniques to analyze complex datasets, identified topics of conversation within Virtual Agent chat transcripts, and provided predictive insights for business strategy.
Present data analysis findings through clear visualizations, reports, and presentations to drive informed decision-making by stakeholders and executives.
Lead requirements gathering sessions with business users to capture and document data needs, and translate them into technical specifications.
Provide ongoing maintenance and troubleshooting for existing reports and dashboards, ensuring data integrity and timely updates.
Experience Level Entry Level
Pay and Benefits The pay range for this position is $25.00 – $28.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type This is a hybrid position in Saint Paul,MN.
Application Deadline This position is anticipated to close on Oct 28, 2025.
Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
#J-18808-Ljbffr