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Client: Natural Gas Company
Position: Help Desk Support
Location: Whippany, NJ (5 Days on-site)
Schedule: 11:30 AM EST – 8:00 PM EST
- Rotating weekend on call (roughly every 2 months)
- Must have the ability to work some overtime. OT may be scarce right now, but there could be some here and there
- After Conversion: Must be available for morning, late shift, weekend, & on-call schedules
Mode: Contract-to-Hire
Job Description:
The Help Desk Analyst working under moderate supervision provides technology support to Suburban Propane’s employees, contractors, and Franchisees. He/she works closely with service partners to resolve reported issues. The Analyst records the service delivery process and communicates expected time of service and/or status updates back to customers. Additionally, the Analyst will be expected to follow detailed Help Desk operating procedures while consistently demonstrating outstanding customer service skills.
ACCOUNTABILITIES:
- Demonstrate high availability including sustained productivity during remote activity under approved emergency situations.
- Meet established performance standard metrics including high ACD availability, high first contact resolution, high ACD call count, & low ring time.
- Accept manage and resolve ACD, Remedy Queue, email, voicemail, & Requester cases.
- 100% Case Logging.
- Properly prioritizing, categorizing and routing assigned incidents in the call management system.
- Identify trends in incoming calls that could be a result of a disruption in service.
- Calling customers to inform them of status and or updates.
- Resolve basic and intricate hardware problems over the phone.
- Coordinate vendor services to ensure timely resolution of reported issues.
- Communicate detailed resolutions to customers calling about known problems or specific service disruptions.
- Perform incident research as requested by management.
- Complete special projects and tasks as assigned by management.
- Submit, use, & maintain knowledge base entries.
- Follow established Help Desk Operating procedures.
- Understand and adhere to Operational Level Agreements and Service Level Agreements.
ANALYSIS/DECISION MAKING:
- Follows Company and Help Desk operating procedures.
- Uses technical experience and knowledge to resolve support requests.
- Follows appropriate escalation procedures to Information Services Staff and Management.
SUPERVISION:
- Works independently much of the time with support from peers, Sr. Help Desk Analyst, & Information Systems Management.
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