Job Highlights
Using AI ⚡ to summarize the original job post
The Help Desk Support role at Insight Global involves validating employee requests for password resets, providing password reset support via phone or chat, and ensuring compliance with service level agreements. The role progresses to traditional help desk support, including high call volume ticket resolution as a level one analyst. Responsibilities include managing individual performance based on key metrics, maintaining communications with callers, and contributing to the knowledge base.
Responsibilities
- Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat.
- Record requests, incidents and status information through the use of firm's ticket handling system.
- Move into traditional help desk support, high call volume ticket resolution issues as a level one analyst.
- Manage daily individual performance based on key performance metrics.
- Meet or exceed service level agreements for all support interactions.
- Maintain communications with callers through resolution processes.
- Utilize and contribute knowledge articles to the knowledge base.
Qualifications
Required
- Experience in Service Desk Support and Customer Service Support
- Technical experience in validating employee and resetting passwords
- Knowledge of MS Office 2013 Product Suite and Office 365
- Ability to multitask and function in a fast-paced, high energy environment
- Ability to quickly learn and retain information by means of written and verbal instruction
- Strong verbal/written communication, problem solving and organizational skills
About Insight Global
Insight Global Education is an education company that offers transformative educational travel programs for university students, recent graduates, high schools, and community groups. They focus on providing safe, culturally vibrant, and educational experiences in remarkable locations around the world, connecting classrooms to communities. Their programs include curricular resources, workshops, and local experiences, with a strong emphasis on health and safety.
Full Job Description
Job Description
Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets
Record requests, incidents and status information through the use of firm's ticket handling system
Once password resets are mastered, move into traditional help desk support, high call volume ticket resolution issues as a level one analyst
Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets). Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status
Ability to work a flexible schedule, including weekend days, to support 24x7 environment Utilize and contribute knowledge articles to the knowledge base
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Experience in Service Desk Support and Customer Service Support Technical experience in validating employee and resetting passwords
Knowledge of MS Office 2013 Product Suite and Office 365
Ability to multitask and function in a fast-paced, high energy environment
Ability to quickly learn and retain information by means of written and verbal instruction
Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work
Ability to build productive relationships with peers null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.