Helpdesk Analyst

Company Description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. 

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence.

Job Description

Key’s IT Service Desk is responsible for providing technical support for all hardware, software and network connectivity issues throughout the Corporate and Retail Key Bank Enterprise. We strive to attain a high first call resolution while providing exemplary client service for our internal employees and contractors. 

Phone Based Support

• Answer incoming calls at your desk through a wired headset

• Perform initial problem determination with your client

• Utilize remote control tools to resolve client issues

• Utilize Service Manager Knowledge base containing over 9000 Knowledge Articles to resolve client issues

• Document client interaction and steps taken in Service Manager

• Resolve your call using all available resources, striving for First Call Resolution or sending a ticket to support when necessary

• Stay informed, read internal communications and participate in daily group chat feeds

• Manage your time effectively, use escalation guidelines 

• Manage After Call Work and Auxiliary time daily 50 minutes or less

• Receive 2 – 15 minute breaks, self-scheduled based on phone availability

• Receive a half hour lunch for an 8.5 hour workday, scheduled by management

Qualifications

Technical Support With at least 3 years of experience

Inbound Call Center With at least 3 years of experience

Typing at 35 WPM 

Additional Information

To know more on this position or to schedule an interview, please contact;

Maria Nerizza De Mesa

973-804-4234

maria.demesa[@]collabera.com