Helpdesk Associate Analyst

Company Description

We provide cost-effective, high quality IT resources to meet talent needs through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera has been a leader in IT staffing for over 24 years and is one of the largest diversity IT staffing firms in the industry. We are known for our high-touch, customer-centric approach, offering our clients unmatched quality, responsiveness and flexibility. We are appreciated by our clients for our streamlined execution, highly efficient service and exceptional talent management that go above and beyond traditional staffing services. Collabera has been named the Best Staffing Firm to Work For in the large firm category by Staffing Industry Analysts, the global advisor on contingent work, for four consecutive years.

Job Description

THE OPPORTUNITY:
Position:                      Helpdesk Associate Analyst
Duration:                      9+ months (Possible Extensions)
Location:                      Albany, NY – 12211
 
Job Description:
An entry level position requiring an IT Associates, Bachelor’s degree or IT Certification or equivalent experience. 1 to 3 years’ experience in a Helpdesk or Customer Service environment. Responsible for providing technical phone based support, laptop, desktop, printer and network connectivity issues as well as applications throughout the Corporate and Retail Bank Enterprise.
 
A Day In the Life Of First Level Representative:
•    Responsible for providing technical support, laptop, desktop, printer and network connectivity issues as well as application support throughout the Corporate and Retail Bank Enterprise.
•    Position’s focus is on technical phone support to our internal Employees.
•    Phone Based Support
•    Answer incoming client calls on a wired headset at your desk, average 25-40 calls per day
•    Perform initial problem determination by asking client trouble shooting questions
•    Utilize Service Manager to find appropriate Knowledge article to use
•    Document clients call and steps taken in Service Manager
•    Stay informed, read News Articles and Group Chat feeds
•    Manage Callers time effectively, use escalation guidelines
•    Resolve Call using all available resources to you striving for First Call Resolution or sending a ticket when deemed necessary
•    Manage After call work and Auxiliary time daily 50 minutes or less
•    Receive 2 – 15 minute breaks scheduled by you when there is phone availability
•    Receive a half hour lunch for an 8.5 hour workday scheduled by management
 
Goals:
•    First Call Resolution minimum goal 88%
•    After Call Work & Auxiliary combined goal of 10% or less
•    Quality Score 98% or higher
•    Survey Score 4.85% or higher out of 5.0

Qualifications

Mandatory Skills:
•    IT Associates, Bachelor’s degree or IT Certification or equivalent experience
•    1 to 3 years’ experience in a Helpdesk or Customer Service environment