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Telerx Marketing Inc dba C3i Solutions Senior Analyst-Help Desk in Luzerne, Pennsylvania

Reference #: 4156424Senior Analyst-Help DeskPennsylvania0-2.5 YearsUSASR NumberC3I/C3I/2020/1388025Job Description (Posting).The Level II Service Desk Analyst is the subject matter expert for all applications, hardware, and processes specific to supported client(s). They are responsible for assisting the Subject Matter Experts in the daily monitoring of support issues reported by the users. Level II Analysts are accountable for being proficient in all applications, workflows and business processes related to the supported client(s). They will also be responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Documenting recommendations for troubleshooting and assuring Level I Analyst awareness is a requirement of the position. Level II Service Desk Analysts are to be knowledgeable of technical issues impacting call volume. Superior customer care, quality standards, and reporting requirements are core competencies of the position. (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update and self developmentQualification9th grade, BA, Diploma, Intermediate (Others)Skill (Primary)DWP-USS-SERVICE DESKEntityINFRANo. of Positions1Employee GroupBusiness Line FTAuto req ID766261BRCityLuzerneC3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V

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