Job Description
Insight Global is looking for a Service Desk Representative to join a large healthcare company in the Minneapolis area. This candidate will be a part of their Tier I technical support team, supporting internal employees. They will be the M365 Customer Care Advocate, supporting the company's go-live, moving Microsoft office to Microsoft enterprise. Their main responsibilities will include conversing with internal employees to understand their technical issues, heavy documentation, as well as elevating issues to the Tier II team if need be. They will be responsible for ITIL incident break fixing, and doing their best to provide 1st contract resolution.
- 40-50 calls/day, 70% of calls resolved at the Service Desk
- Escalate Calls to tier 2 team when necessary
- First week onsite training, then full-time work from home
Required Skills & Experience
* Technical Support Certification (A+, CCNA) OR a 2+ year technical degree
* 1+ years experience with telephonic technical support and troubleshooting OR generic call center
* Need to be open to working any shift (open 24/7, so including evenings and weekends, shift cascade by seniority)- Have to be open for any time so 1. Sat-Wed 11-7:30 (wknd shift), 2. Fri-Tue 6-2:30 (wknd shift), M-F 3-11:30 pm-- shift differentials for 2nd and 3rd shift ($2+/hr), weekend ($2.25/hr), schedule is the same every week, 5 days in a row, Most common shifts they may get (11:30-7 Sat-Wed, 2:30-11 Mon-Fri, 6-2:30 Fri-Tue), depends on turnover but typically about a year before they get off weekends
* Strong customer service skills
* Vaccinated for COVID-19, and willing to be vaccinated for the flu every year
* Must live in MN/Western WI (prefer 1 hr from cities)
* Candidates must have a high-speed internet connection
Nice to Have Skills & Experience
* A technical degree (ex: at Dakota County Technical School)
* ServiceNow experience (electronic ticketing system)
* Remote control experience into customers
* Healthcare/EPIC experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.