Help Desk
Vacancy expired!
Our client is looking for a help Desk consultant to provide support to meet the increased demand for Service Desk Operations directly related to the COVID-19 pandemic, providing access to online applications and service delivery to claimants needing access to the system. The service to be performed includes providing Identity and Account Management (IAM) services for public users of internet-based applications for the Divisions of Unemployment Insurance. The proposed service includes verifying the identity of the caller, resetting their password and or unlocking their account, instructing the caller to use self-service account recovery in the future, forwarding the call to another call center if needed for further assistance, and documenting the details of the call. The services and quality provided will be monitored by the supervisor utilizing real-time data generated by the call manager and ticketing software, as well as quality assurance recordings. The external IAM support for public citizens is part of the core service the state provides in administering the Unemployment Insurance to Wisconsin citizens because use of the online application is mandatory.
NOTE: These positions will be onsite for training, then work from home until further directed. Location: Madison, WI & RemoteContract: 1 year Skills Required:2 - 3 years of experience in the following:- Analytical/problem solving skills
- Excellent oral and written communication skills
- Experience providing direct customer service
- MS Office products
- Excel/ Outlook (MS) / Word (MS)/ MS Office 2010/O365
- MS Windows 7/Windows 10 – System Configuration/Upgrade
- 1 year - Project (MS)
- 1 year - Active Directory Tools
- 1 year - Documenting requirements
- 3 years - IT Technologies - skills, concepts
- 1 year - Active Directory
Vacancy expired!