• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.

QUALIFICATIONS :

• 3 years of experience working as a business application customer help desk specialist
• Identify / troubleshoot / escalate / resolve issues
• Excellent verbal communication skills
• Excellent Telephone and interpersonal skills
• Excellent organizational skills
• Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA
• Analytical thinking skills
• Strong follow-up skills
• Ability to work effectively both as an individual and as a team member
• Ability to get up to speed quickly

CANDIDATES FOR THIS POSITION MUST HAVE STRONG CUSTOMER SERVICE AND COMMUNICATION SKILLS.

DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES :

• Provide level 1 help desk customer support to assist licensees using eLicensing application to apply for / renew health profession licenses
• Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.)
• Utilize internal ticketing system
• Communicate, and enforce system standards as necessary
• Simulate and troubleshoot user problems
• Train other state staff in operation of the Help Desk as needed
• Ensure Help Desk phone is not left unattended
• Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
• Participate in daily team standup
• Perform other duties related to eLicensing helpdesk.
2 days ago