Remote Help Desk

Insight Global - Hayward, CA

Full-time - Entry Level

Remote - Hayward, CA

Administrative and Support Services

About the position

The Remote Help Desk position at Insight Global involves providing password reset support and traditional help desk services to employees. The role requires effective communication and problem-solving skills to assist users in a 24x7 environment while meeting service level agreements.

Responsibilities

• Validate employee requests for password resets and provide support via phone or chat.
• Record requests, incidents, and status information using the ticket handling system.
• Transition into traditional help desk support after mastering password resets, handling high call volume ticket resolution as a level one analyst.
• Manage daily performance based on key metrics including call capture, available time, speed of answer, and resolution rates.
• Maintain communication with callers throughout the resolution process, especially in challenging situations.
• Contribute to the knowledge base by utilizing and creating knowledge articles.
• Work a flexible schedule, including weekends, to support a 24x7 environment.

Requirements

• Experience in Service Desk Support and Customer Service Support.
• Technical experience in validating employee identities and resetting passwords.
• Knowledge of MS Office 2013 Product Suite and Office 365.
• Ability to multitask and thrive in a fast-paced environment.
• Strong verbal and written communication skills, along with problem-solving and organizational skills.
• Ability to build productive relationships with peers.