Our client, a global financial enterprise company, is seeking a Help Desk Support Agent to join their team. As a Help Desk Support Agent, you will bring a blend of excellent problem-solving skills joined with exceptional communication and interpersonal skills.

In the dynamic environment, you should exhibit motivation to deliver high levels of customer service in helping others with technology, combined with patience, a positive, customer-friendly attitude, and a high work ethic.

In addition, the ideal candidate will be an eager and teachable learner that is willing to learn the basics of providing World Class customer service through expressing empathy, taking ownership, and advocating on behalf of every call serviced.

The agent will need to use their own laptop device to access Citrix

Job Title : Help Desk Support II Multiple Shifts

Location : Owings Mills, Maryland, 21117

Job Type : 6-Month Contract

Shifts :

• 8 : 00 a.m. 5 : 00 p.m.
• 9 : 00 a.m. 6 : 00 p.m.
• 11 : 00 a.m. 8 : 00 p.m.
• 12 : 00 p.m. 9 : 00 p.m.

What’s the Job?

• Agents will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.
• Perform well in a fluctuating pace environment, taking between 8 and 12 calls an hour when busy, while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call outs to customers.
• Digital natives, and those well immersed in technology, will find it easy to come up to speed supporting the broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures.
• Agents will be provided initial classroom training in addition to periodic refresher training to orient, equip and facilitate proficiency in serving callers.
• Because of the critical nature of the role, agents are expected to be punctual and consistent with their work attendance as essential personnel, managing personal needs and navigating weather events to be fully present during agreed upon work hours.

Multiple unplanned agent absences may result in an immediate termination of the intern agreement.

What’s Needed?

• Digital Native with 1-2 years of related experience that is comfortable with all types of technology, and has a working knowledge and familiarity with Microsoft Suite of Office Products.

Personable and Pleasant Conversationalist.

• Adaptability & Problem Solving : Demonstrated Problem Solving Ability Metric Dynamics; Enjoys solving puzzles; Easygoing and comfortable within ambiguous situations.
• Quick Learner : Ability to comprehend and adhere to written procedures & policies; Ability to learn new technologies & software quickly;

Intellectually curious with the ability to ask great questions; Auditory Learner.

Strong worth ethic with reliable transportation and punctuality.

What’s in it for me?

• Medical, Dental, Vision, 401k with Match
• Weekly pay with direct deposit
• Fortune 500 Company in Financial Sector
• Dedicated Career Partner to help you achieve your career goals.

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity.

We look forward to speaking with you!

About ManpowerGroup, Parent Company of : Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE : MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win.

We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills.

Our expert family of brands Manpower, Experis, Talent Solutions, and Jefferson Wells creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years.

We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

Last updated : 2024-05-14