Wednesday, July 28, 2010

Tier 1 IT Help desk Analyst - Woodbury, MN

As an Analyst on the Assurant Help Desk you will be providing technical support for Windows, Microsoft Office, Lotus Notes, as well as assisting with password resets, VPN, and connectivity issues. This is also a high volume Help Desk where you will be answering 30 or more calls per day.

Hours for this position are Monday - Friday 1:30 PM - 10:00 PM.

  • Performs all aspects of call handling and problem resolution
  • Logs and tracks all calls using the problem management technology
  • Responsible for escalating calls as appropriate
  • Ensures eventual resolution of the incident
  • Tracks incidents, documents problems and solutions
  • Records all activity and communications regarding problems
  • Serves as the resident expert on one or more technologies or functions supported in the Assurant environment in order to help other analysts keep up-to-date on changes in technology, systems, and processes
  • Provide technical problem identification and resolution to maintain Assurant work productivity
  • Classify problem calls and document technical trouble shooting and/or solutions in the problem management system to provide information for IT quality improvement
  • Future solution assistance
  • Reduce call duration
  • Follow-up on all open problems
  • Use knowledge of available resources for problem determination
  • Product enhancements and other technical issues

Tier 1 IT Helpdesk Analyst (Second Shift High Call Volume Techni

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