Helpdesk Support Representative

Our Client, a Healthcare company, is looking for a Helpdesk Support Representative for their Green Valley, CA location.

 

Responsibilities:

• Answers all helpdesk calls and logs the call completely into an Incident Management application.


• 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.


• Ensures customer contact information is current in Incident Management application.


• Provides answers to simple frequently asked questions.


• Updates and maintains knowledgebase as needed.


• Analyzes and resolves call remotely if possible.


• Triages the call, gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.


• Manages the problem/request by escalating according to procedure, following up with suppo...