Help Desk Specialist
Bloomington, MN - Hybrid
Job Duration: 6 months contract
Summary
This role, crucial in managing cases, problems, and escalations, requires a swift and positive response to client support needs, with a focus on handling one case at a time. It’s ideal for those with a broad understanding of various technologies, aiming to support entire retail technology stack. The role demands meticulous documentation, thoroughness, and attention to detail, as it significantly impacts the efficiency of all other service delivery departments. Adherence to, updating, or creating procedures (knowledge articles) is a must. Good customer service skills are essential, and enjoyment in interacting with others is key. If you relish the satisfaction of assisting others and fulfilling their needs, this role could be a good fit for you. Job Description
As a Help Desk Specialist responsibility will include:
• Case Management: Systematically handle incoming cases, sorting and prioritizing them based on urgency. This involves assessing the problem, categorizing it, assigning ticket priority levels, and either resolving the issue or routing it to the appropriate support teams.
• Data Collection and Research: Gather data for triage and knowledge management. This information will be used to provide additional details to Level 2 (L2) support before triaging, to create useful knowledge in Customer Service Management, and to understand the scope of resolution possibilities at Level 1 (L1).
• Ticket Acknowledgment: Acknowledge all tickets, including cases and escalations.
• Ticket Resolution: Where possible, resolve tickets upon first contact.
• Case Escalation Monitoring: Monitor case escalations, including ITP Field Escalations, Support Resources Page Escalations, and Vendor Escalations. This involves monitoring priority and Service Level Agreement (SLA) levels to ensure we are working towards achieving set goals and collaborating with vendors on support clarifications and opportunities to exchange knowledge.
• IT ITSM Support Experience: Candidates should have a solid background in IT ITSM Support and possess some technical
The projected hourly range for this position is $25 to $30.
On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.
