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Client: Natural Gas Company

Position: Help Desk Support

Location: Whippany, NJ (5 Days on-site)

Schedule: 11:30 AM EST - 8:00 PM EST

Rotating weekend on call (roughly every 2 months)Must have the ability to work some overtime. OT may be scarce right now, but there could be some here and thereAfter Conversion: Must be available for morning, late shift, weekend, & on-call schedules

Mode: Contract-to-Hire

Job Description:

The Help Desk Analyst working under moderate supervision provides technology support to Suburban Propane's employees, contractors, and Franchisees. He/she works closely with service partners to resolve reported issues. The Analyst records the service delivery process and communicates expected time of service and/or status updates back to customers. Additionally, the Analyst will be expected to follow detailed Help Desk operating procedures while consistently demonstrating outstanding customer service skills.

ACCOUNTABILITIES:

Demonstrate high availability including sustained productivity during remote activity under approved emergency situations.Meet established performance standard metrics including high ACD availability, high first contact resolution, high ACD call count, & low ring time.Accept manage and resolve ACD, Remedy Queue, email, voicemail, & Requester cases.100% Case Logging.Properly prioritizing, categorizing and routing assigned incidents in the call management system.Identify trends in incoming calls that could be a result of a disruption in service.Calling customers to inform them of status and or updates.Resolve basic and intricate hardware problems over the phone.Coordinate vendor services to ensure timely resolution of reported issues.Communicate detailed resolutions to customers calling about known problems or specific service disruptions.Perform incident research as requested by management.Complete special projects and tasks as assigned by management.Submit, use, & maintain knowledge base entries.Follow established Help Desk Operating procedures.Understand and adhere to Operational Level Agreements and Service Level Agreements.

ANALYSIS/DECISION MAKING:

Follows Company and Help Desk operating procedures.Uses technical experience and knowledge to resolve support requests.Follows appropriate escalation procedures to Information Services Staff and Management.

SUPERVISION:

Works independently much of the time with support from peers, Sr. Help Desk Analyst, & Information Systems Management.

1390518_1733843430 To Apply for this Job Click Here