Randstad Help Desk - Web Assist in Richmond, Virginia

Help Desk - Web Assist

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job details:

  • location:Richmond, VA

  • salary:$17 per hour

  • date posted:Wednesday, September 13, 2017

  • job type:Contract

  • reference:576155

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The Production Support Specialist answers inbound calls from global customers as well as internal system users and is responsible for providing first level operational and technical support.

Primary Responsibilities:

  • Provide IT operations support in a team Service Desk environment. Adjust working hours and schedule as needed.

  • Develop and exhibit technical subject matter expertise on the supported systems and associated business processes.

  • Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from Genworth and/or vendors.

  • Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience.

  • Assess impact of issues and ensure proper severity assignment.

  • Ensure Support Guides and related documentation is up-to-date.

  • Regularly identify and implement improvement opportunities.

  • Fulfill corporate compliance tasks including mandatory training and weekly timesheets.

Preferred or Desired Skills:

  • High School Diploma, GED or Equivalent Certification

  • 2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.

  • Proficiency with Microsoft Office 20007 (Outlook, Excel, and Word)

  • Experience with web navigation and support in a Microsoft Windows environment

  • Strong communication and interpersonal skills

  • A work ethic with a focus on quality, results and customer satisfaction

Preferred Qualifications:

  • Bachelors Degree in Business Administration or Information Technology

  • Familiarity with basic insurance industry terminology

  • Excellent technical and analytical skills

  • Experience in dealing with complex customer escalated issues

  • Organized and detailed documentation skills