Call Center Representative

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 Referrals increase your chances of interviewing at Randstad USA by 2x Sign in to set job alerts for “Information Technology Support Specialist” roles. Bedford, MA $70,000.00-$90,000.00 1 week ago Bedford, MA $70,000.00-$90,000.00 3 days ago Boston, MA $77,221.65-$86,874.36 19 hours ago Peabody, MA $75,000.00-$85,000.00 2 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr Randstad USA