IT Service Desk Specialist

The Contact Center Specialist-Advanced Is To Work In Partnership With MassMutual Business Partners To Support And Maintain Organizational Computer Systems, Software And Peripherals. This Includes

• evaluates / troubleshoots / coordinates / Resolves complex end-user problems pertaining to all supported hardware and software products.
• Ensuring our customers receive timely, accurate, world-class service.
• Proper documentation and support while installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware, software and equipment while assuring optimal performance in order for the customers to meet their business objectives and overcome problems.
• Troubleshoot problem areas via telephone, chat, in person, or work orders. Providing end-user assistance where and when required.
• The individual should be able to work weekends, holidays and outside of regular business hours as we operate a 24 / 7 Contact Center.
• Great communication and coaching skills for conducting end-user training helping customers understand how to use technology in their practice.
• Desktop, laptop, and mobile device support – simple and complex
• diagnostic and problem resolution
• hardware and software upgrades and installations
• Interface directly with end-users of technology to resolve issues and provide guidance and best practices on the use of technology to improve their business via phone, chat, email, etc
• Provide consultative and proactive services to end-users, agency technicians, and Home Office partners, on appropriate uses of technology
• Coordinate / support projects under the guidance of organizational leaders and project managers Technical planning for the delivery of current / future technologies
• Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures
• Works with a focus on teamwork and collaboration in order to achieve established goals and objectives
• A working knowledge of VMWare, VDI, Workspace 1, Appsense, Citrix knowledge a plus.
• Customer education and consulting
• Fulfill basic audio-visual support
• Fulfill basic printer support
• Fulfill onboarding, termination and hardware refresh support
• Proactive hardware / software cross training and research
• Able to work shifts that include weekends, overnight and holidays
• Assist with leading the team on areas such as scheduling, technical assistance, call handling evaluations, attendance, etc.

Must

Preferred Qualifications

Skills Required

Microsoft Operating Systems, VMware, Citrix, Appsense, Service Now, Mac Osx, ticketing systems , Vdi