Kelly Services Help Desk Coordinator in Lincolnshire, Illinois

Questions? Chat live! - https://flashrecruit.com/user/SandyCabadas

Help Desk Coordinator, Lincolnshire, IL

Kelly Services is seeking a Help Desk Coordinator. Experience with the US Post Office indirect or direct is highly desirable for one of our top clients in Lincolnshire, IL.

Important: Candidate must be a US citizen and will be required to apply and qualify for a US Government Sensitive Clearance.

Length: 3 Months (Contract W2)

Pay Rate: $25.00/hr. (W2)

Hours: Flexible 8 hr. shift. Hours of operation are 7:00 am to 7:00 pm (CST), 5 days a week (Monday - Friday), 365 days a year, including U.S. holidays.

Selected candidate will have keen time management skills and be able to focus on the tasks at hand. Also, someone who is not afraid to raise their hand and ask for help if need be.

IMDAS (Intelligent Mail Data Acquisition System) is a customer service organization and our customers have very specific service contract requirements and the agents are responsible for ensuring that we are managing customer expectations toward contractual compliance. Provide primary interface for all incoming IMDAS calls / emails pertaining to technical support provide coordination of technical resources for all severity issues

Responsibilities:

  • Gathers all relevant caller information and inputs information into the departmental database in a timely and accurate manner.

  • Exercise multi-tasking skills when managing multiple systems and applications during customer interaction Create/Track/Route issues via Service Now and EIMS software application.

  • Assists clients in installing and effectively using the product for their application.

  • Identifies bugs and makes recommendations and/or enhancements based on user feedback.

  • Ensures customer satisfaction by promptly answering customer requests for assistance.

  • Works to achieve targeted service metrics related to average speed of answer, abandonment rates, and average inbound call length.

  • Escalates cases to a Technical Advisor or Team Leader after exhausting all methods to resolve the case within the context of the customer issue.

  • Completes quarterly goals on technical training and development.

  • Escalates customer complaints related to fit, form, or functionality to the Quality Assurance department in a timely manner. Models corporate and departmental policies, ISO procedures, and terms & conditions of sale.

  • Performs other duties as assigned.

  • Maintain Departmental/Organizational service level requirements.

Qualifications:

  • AA/AS degree in Computer Science or demonstrated working knowledge of installation and configuration of personal computers or PC peripheral devices.

  • 1 year of technical support troubleshooting experience in a help desk environment.

  • Strong PC operating system knowledge, Windows, and driver experience related to supporting hardware.

  • Strong written and verbal communication skills.

  • Basic programming and Network communications skills.

Apply Today!

Questions? Chat live! - https://flashrecruit.com/user/SandyCabadas

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around

the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-

visibility projects. In a field where change is the only constant, our connections and opportunities

will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™

companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:

people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your career

today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.