Help Desk Technician

Position: Help Desk Analyst

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

*100% Phone and Computer Support

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.
  

Desired Skills and Experience

*100% Phone and Computer Support

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



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.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

We look forward to working with you.

Beacon Hill. Employing the Future™