Insight Global, LLC Remote Service Desk Analyst in Tampa, Florida

Job Description

Validate the employee asking for a password reset is a KPGM employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets Record requests, incidents and status information through the use of firm’s ticket handling system Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets). Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status Ability to work a flexible schedule, including weekend days, to support 24×7 environment Utilize and contribute knowledge articles to the knowledge base Skills and Requirements Experience in Service Desk Support and Customer Service Support Technical experience in validating employee and resetting passwords Other areas of support are NOT mandatory for this assignment but may help the consultant advance Knowledge of MS Office 2013 Product Suite and Office 365 Ability to multitask and function in a fast-paced, high energy environment Ability to quickly learn and retain information by means of written and verbal instruction Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work Ability to build productive relationships with peers ”’ We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].”’ Apply Job! Apply to this Job