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Job Information
Job title

Service Desk Representative (PC Help Desk)

Company Blue Cross and Blue Shield of Minnesota
Wage between $0.00 - $0.00 Hourly
Location United States, Minnesota, Saint Paul
Employment type Full Time
Education High School
Year Experience Less than 1 Year of Practical Experience
Travel None
Published on 3/1/2008
Description
Job Summary:

To provide quality computer help desk support with a high degree of customer service, computer technical expertise and timeliness. To act as a central point of contact for both internal and external customers using BCBSMN and affiliates applications and systems to achieve business objectives. To resolve, or assign for resolution, customer-reported incidents and facilitate timely business resumption.

Accountabilities:

1. Receive and record incoming incident calls and web requests into the incident management system.
2. Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements (SLA's), departmental goals, and individual performance targets.
3. Perform password resets after verifying customer credentials. Promote data security awareness and report security breaches to management.
4. Assign incidents timely to appropriate support teams when incident resolution is not achieved on first call.
5. Proactively provide appropriate systems status information to allow customers to manage their technical interaction with our systems.
6. Acquire and maintain current knowledge of relevant information technology procedures, systems and applications.
7. Make suggestions for the continuous improvement of departmental procedures.

Required Qualifications:

1. Two year technical school degree plus a minimum of two years of technical call center or technical help desk experience, or a minimum of four years technical call center or technical help desk experience in lieu of a technical school degree.

Preferred Qualifications:

1. ITIL Foundations Certification or related ITIL Process Experience preferred.
2. Demonstrated understanding of quality concepts including service level adherence and desire for continuous improvement.
3. Demonstrated ability to learn new concepts quickly due to the complexity of the computing environment
4. Demonstrated excellent customer service skills and ability to communicate effectively with internal and external customers.
5. Ability to occasionally work overtime.

Work Schedule:
First two months are training. Your schedule will be 8:00 – 4:30 (M-F)

After 2 months:
You will work a (M-F) shift with a minimum of 2 days per week of 11:30am - 8pm and the other days of 9:00am – 5:30pm.
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Experience/Skills
See above

Other desired skills:
HelpDesk, Help Desk, ITIL,
This job has expired.