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.<br />Base pay range<br /><br />$19.00/hr - $20.00/hr<br />Direct message the job poster from Randstad USA<br />Sr. Account Manager, RCS, Integrated MSP at Randstad Enterprise Staffing Professional | Customer Service |MSP | Recruiting | RPO | Relationship…<br /><br />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.<br />Principal Duties and Responsibilities:<br />• Provide professional, efficient and effective customer service to our end user community<br />• Answer and record calls coming into the 24/7 Service Desk using ITIL best practices.<br />• Provide reference number to all callers<br />• Process tickets submitted through self service using ITIL best practices.<br />• Perform troubleshooting to end users for PHS and all its entities<br />• Utilize stored information and documentation to help resolve issues<br />• Utilize various communication methods including email and instant messaging applications<br />• Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices.<br />• Provide daily turnover reports<br />• Maintain proper shift coverage for answering calls<br />• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology<br />• Work with groups external to the Service Desk to ensure a timely and effective hand-off of triaged calls<br />• Relocate to an emergency location if needed<br />• Perform other duties as assigned by Service Desk Lead<br />Qualifications:<br />• One year experience in Customer Service, phone experience preferred<br />• Hands on PC or Macintosh experience a plus<br />• Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours<br />• Strong analytical and problem solving skills<br />• Strong interpersonal skills, communication skills, listening skills and patience<br />• Ability to work in a team environment<br />• Self sufficient<br />• Ability to multitask and prioritize work requirements<br />• Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment<br />• General knowledge of supported software packages: MS Office, Exchange, Internet Explorer, and SharePoint<br />• Knowledge of desktop operating systems: Windows and Mac OS<br />• Knowledge of mobile devices including but not limited to smartphones &amp; tablets<br />• Knowledge of HP printers<br />• Knowledge of repair of Intel based PC hardware<br />• Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure<br />• Familiarity with Service Desk ticketing applications (ServiceNow, Service Manager, Remedy, etc..) a plus<br />• General knowledge of LAN, Wi-Fi, VPN and internet working protocols<br />• Knowledge of IT Service Management (ITIL) best practices in process areas of incident management and request fulfillment a plus<br />Seniority level<br /><br />Seniority level Associate<br />Employment type<br /><br />Employment type Contract<br />Job function<br /><br />Job function Customer Service and Administrative<br />Industries IT Services and IT Consulting and Telephone Call Centers<br />Referrals increase your chances of interviewing at Randstad USA by 2x<br />Sign in to set job alerts for “Information Technology Support Specialist” roles.<br /><br />Bedford, MA $70,000.00-$90,000.00 1 week ago<br />Bedford, MA $70,000.00-$90,000.00 3 days ago<br />Boston, MA $77,221.65-$86,874.36 19 hours ago<br />Peabody, MA $75,000.00-$85,000.00 2 days ago<br />We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.<br /><br />#J-18808-Ljbffr