• Manage the inbound e-mail queue in Autotask.
• Assign tickets to engineers based on their existing ticket count.
• Meet the Service Level Agreement targets for an incident ticket.
• Generate daily reports on the status of tickets.
• Create, escalate, and close cases within dictated Service Level Agreements.
• Work in an environment of multiple shifting priorities.
• Analyze trends to identify opportunities to improve the quality and value for each of the clients.
• Maintain current knowledge of industry trends and potential impact on the support of the business.

Skills: Email Queue Management, Ticket Assignment, SLA Compliance, Daily Reporting, Case Escalation and Closure, Multitasking in Dynamic Environments, Trend Analysis, Industry Knowledge Maintenance

• Manage and resolve help desk tickets related to eLearning courses on LMS.
• Provide technical support to solve course-specific issues.
• Identify existing courses that are not working correctly for learners and cannot be resolved by help desk support.
• Assess vendor-built courses that fail to work correctly once loaded on the LMS.
• Investigate the issue of the ticket by reading the work notes of the respective ticket.
• Ask end-users targeted questions to quickly understand the root of the problem.
• Communicate status to learners using email and calls.
• Provide a lead for the escalation of tickets.
• Notify the learner and client of issue resolution via email or call.
• Close the issue with the learner’s agreement.

Skills: Help Desk Ticket Resolution, Technical Support, Course Issue Identification, Vendor Course Assessment, Ticket Investigation, Root Cause Analysis, Learner Communication, Ticket Escalation Leadership

• Ensure HR First Line Support receives timely and effective service support and follow-up.
• Analyse, diagnose, and resolve complex technical Line 2 support issues related to NRC People, or formulate and reroute issues to Line 3.
• Support training and capacity building of NRC People regional and country focal points in NRC People support.
• Support the adoption of NRC People operations in cooperation with process owners and focal points.
• Document solutions to common issues and problems in Oracle Guided Learning.
• Support testing and implementation of HCM Cloud quarterly updates in cooperation with stakeholders and communicate system changes to relevant staff.
• Contribute to the overall strategic planning, development, and maintenance of NRC People.
• Drive process improvement initiatives on recurring support needs.

Skills: HR Support, Issue Diagnosis, Technical Escalation, Staff Training, Change Adoption, Knowledge Documentation, System Testing, Process Improvement

• Monitor and respond quickly and effectively to requests received through the RIM shared email mailbox.
• Respond to customer questions by phone, email, text messaging (Teams/Slack), or video conference call.
• Create step-by-step training material with screenshots for clients' use.
• Provide support for incoming concerns and issues related to implementing RIM.
• Document internal procedures.
• Report metrics on the number of calls, questions monthly.
• Ask educated questions and listen to customers to determine the root cause of issues, and report trends.
• Work through the problem-solving process with customers, empowering them to do the same in the future.
• Report significant and recurring issues to the tier-2 support team.
• Triage support or questions to the tier-2 support team.
• Escalate responses.
• Work with leadership to develop a comprehensive library of standardized responses.
• Collect feedback to determine patterns and issues, develop FAQs, and report to leadership to resolve problems/issues before they become widespread.

Skills: Email Monitoring, Customer Communication, Training Material Creation, Issue Support, Procedure Documentation, Metrics Reporting, Root Cause Analysis, Issue Escalation

• Deal with out-of-hours service calls for regional offices and subcontractors.
• Expedite all out-of-hours contractor works, ensuring they are kept within the SLA agreement.
• Schedule tasks for engineers to attend reactive callouts and planned works.
• Liaise with clients, other offices, and engineers to ensure works are allocated and carried out.
• Receive service calls from clients and log call details accurately onto the CAFM system.
• Coordinate and deploy resources across multiple sites, both physically and virtually.
• Purchase and monitor inventory supply of IT/Telecom equipment and maintain accurate asset records and documentation.
• Perform Active Directory administrative functions, including adding and deleting network user accounts, email, and managing network resources and permissions.
• Oversee the development and dissemination of standard operating procedures, staff training, help sheets, usage guides, and FAQ lists for end users.
• Maintain network accessible knowledge base.
• Review any high-priority outstanding callouts.
• Handle helpdesk calls and triage work orders.
• Perform general admin duties.

Skills: Out-of-Hours Support, SLA Compliance, Task Scheduling, Client Liaison, Call Logging, Resource Coordination, Inventory Management, Active Directory Administration

• Add and maintain referring provider files.
• Provide training materials for employees.
• Answer and assign telephone calls to the responsible Electronic Medical Record Team members.
• Help patients access the patient portal.
• Add and update information in the Electronic Medical Record, and maintain the reconciliation tab in the Electronic Medical Record.
• Create letters and upload them into the Electronic Medical Record for providers and staff to use.
• Verify information for providers in the Merit-Based Incentive Payment System (MIPS) website.
• Verify and update National Drug Code (NDC) and vaccine lot numbers.
• Scan documents into the electronic records system and ensure HIPAA compliance.
• Create spreadsheets for quality measures.
• Receive and review materials sent to the office.
• Scan documents into the Electronic Medical Record.
• Receive patient complaints and create formal documentation.
• Assist with projects, as well as Electronic Medical Record Team members, with duties, and as time permits.

Skills: Provider File Maintenance, Training Material Creation, Call Assignment, Patient Portal Support, EMR Data Management, Letter Creation, Information Verification, Document Scanning

• Answer all the requests received through phone, emails, walk-ins, etc., and ensure that there is proper delivery of the services as per the rules and regulations of the organization, as well as by abiding by its quality standards.
• Log all calls, issues, and resolutions within the company's Help Desk system.
• Coordinate project updates to the users and the Project Services Supervisor.
• Assess and analyze the problem, study its impact, and advise on the proper supportive functions that are necessary.
• Recognize the problem areas, gather the relevant information, and conduct thorough research to diagnose the source or the root cause of the issue.
• Recommend adjustments to meet the end users’ requirements and assist in determining, maintaining, analyzing, identifying, and monitoring the issues related to problem management
• Record and track all assets for the company.
• Keep a track record of all the relevant documentation to ensure effective contribution is made to improve the operational procedures.

Skills: Request Handling, Service Delivery, Call Logging, Project Coordination, Problem Analysis, Root Cause Diagnosis, Issue Resolution, Asset Tracking

• Function as the district’s help desk for end users to troubleshoot and resolve computer equipment and desktop software problems as they occur.
• Document all reported system problems to submit statistical reports.
• Use existing help desk software to record and report information, such as time of first response, timing of escalations, time of final resolution, and time of problem follow-up.
• Determine problems that can be resolved immediately and personally, or direct problems to the appropriate entities for resolution.
• Coordinate with those handling escalated problems to ensure expedience in addressing and resolving the issues.
• Ensure daily distribution of summary reports to department staff outlining problems currently unresolved.
• Assist with software license agreements and monitor their distribution.
• Monitor the computer room environment to ensure servers remain functional and report all problems to the supervisor.

Skills: Help Desk Support, Issue Troubleshooting, Problem Documentation, Ticket Management, Issue Escalation, Report Distribution, License Monitoring, Server Environment Monitoring

• Maintain security access via user registration forms.
• Maintain security forms and inventory of hardware, software, and related asset tracking.
• Install new hardware and software.
• Coordinate printer troubleshooting.
• Replace tapes daily in the weekly backup cycle.
• Coordinate off-site storage and retrieval of backup tapes.
• Perform emergency duties, including work in shelters or responding to threats or disasters, both man-made and natural.
• Provide excellent customer service.

Skills: Security Access Management, Asset Tracking, Hardware Installation, Printer Support, Backup Maintenance, Off-Site Storage Coordination, Emergency Response, Customer Service

• Build relationships with the current night helpdesk, TSS Oversight staff, and Operations support to actively obtain needed information and report it to clients through a Production Problem Event (PPE).
• Request and attend bridge calls to handle issues, obtain initial problem details and updates, and work to bring the issue to resolution.
• Escalate to the Service Guardian or Service Guardian Manager.
• Document timelines during issues to assist in the postmortem process.
• Create post-mortems.
• Monitor the helpdesk inbox communications to identify potential issues requiring PPE.
• Manage the service inbox by creating quotations and purchase orders.
• Allocate engineer resources and monitor engineer calendars.

Skills: Relationship Building, Issue Resolution, Escalation Management, Timeline Documentation, Postmortem Creation, Inbox Monitoring, Quotation Management, Resource Allocation

• Experience working in a Helpdesk role with an emphasis on customer service.
• Working knowledge of Active Directory (AD) and Office 365.
• Working knowledge of Microsoft Office Products such as Outlook and Teams.
• General awareness of computer systems, PC repair, and network management.
• Working knowledge of troubleshooting printers, Microsoft OS, and internet browser-related issues.
• Experience with ConnectWise tools, such as Manage, Automate, and Control.
• Powershell or scripting experience.
• Previous MSP experience.
• Hold CompTIA A+ and/or Network+.
• Demonstrated conflict resolution skills.
• Self-motivated and able to follow procedures and instructions.

Qualifications: BS in Software Engineering with 4 years of Experience

• Experience in the adaptation and application of rapidly changing technology to business needs.
• Proficient at exercising self-discipline and mindfulness in an open call center environment.
• Experience working in a contact center environment where the importance of adhering to scheduled breaks is measured.
• Experience working and performing well in an environment where individual performance metrics and scores are measured monthly.
• Excellent communication skills, strong typing, writing, and reading skills, and active listening skills.
• Experience working and contributing to a team environment, supporting contacts via phone, email, and self-service portal.
• Ability to identify and solve problems quickly/escalate issues efficiently.
• Familiarity with the knowledge process for creating procedural articles is desirable.
• Ability to multitask while the client is on the phone by researching knowledge and documenting tickets.
• Demonstrated competency in logical and analytical thinking.

Qualifications: BS in Management Information Systems with 2 years of Experience

• Experience in IT help desk and customer support.
• Knowledge of fundamental operations of relevant software, hardware, and other equipment
• Knowledge of relevant call tracking applications
• Have good computer skills with in-depth knowledge of software, hardware, etc.
• An outgoing and confident person with a pleasant voice.
• Eager and willing to help people sort out their problems.
• Multitasking ability and should be ready to work in a fast-paced work environment.
• Excellent problem-solving and analytical skills.
• Able to follow the given instructions carefully and should be comfortable working in a team environment.
• Excellent communication skills with effective organization and management skills.

Qualifications: BS in Network Administration with 1 year of Experience

• Experience with microcomputer-based operating systems (Windows/Apple) and applications (particularly O365, Microsoft Excel, Outlook, Word, and PowerPoint).
• Knowledge of Active Directory Users and Computers.
• Project and Portfolio Management Planning experience.
• Strong written and oral communication skills (proficiency in the English language).
• Attention to detail, analytical and problem-solving skills; capacity to learn, adapt to change, and become proficient quickly.
• Ability to handle stress, exercise self-control, and adhere to company policies and procedures.
• Excellent organisational skills.
• Strong customer service skills.
• Ability to concentrate and work independently.
• Ability to work under pressure.

Qualifications: BS in Information Technology with 3 years of Experience

• IT Help Desk experience and ticket system proficiency.
• Experience working in technical vendor coordination.
• A+, Network+, and Microsoft OS proficient.
• Knowledge of Windows operating systems, computers, and peripheral hardware and software.
• Knowledge of help desk software methodology.
• Experience with Windows 7-10 and Windows Server.
• Experience working in Active Directory.
• Strong customer service orientation and the ability to interact well with diverse end-users and technical staff.
• Individual must be detail-oriented and able to independently and successfully troubleshoot and resolve technology problems for staff.
• Excellent written and verbal communication skills.
• Card key, video surveillance, and PA system support experience.

Qualifications: BS in Computer Engineering with 4 years of Experience

• In-depth knowledge and experience supporting PC hardware for desktops and laptops, Active Directory, Network troubleshooting, Windows 7 and Windows 8.1 operating systems, and Microsoft Office 2010.
• Knowledge and experience with Lotus Notes, FrontRange HEAT, and Android smartphones.
• Knowledge and experience with VPN and Remote Access
• Ability to perform diagnostics, identify problems, and provide resolutions promptly
• Understanding of Network Topology and how different nodes in a network are connected and how they communicate.
• Effective oral and written communication skills, and be able to communicate technical guidance and instructions to users via telephone and email.
• Ability to read and interpret technical documents and procedure manuals.
• Ability to work in a highly dynamic environment, managing multiple assignments and priorities.
• Experience working in a team-oriented, collaborative environment.
• Ability to interact professionally with various levels of the organization.
• Strong critical thinking skills that facilitate expedient problem solving.

Qualifications: BS in Computer Science with 5 years of Experience

• Experience working in a results-driven customer service environment with a customer-oriented approach.
• Must be computer literate.
• Fluency in the English language (both verbal and written).
• Self-motivated, enthusiastic, and inspirational, able to bring a sense of urgency to situations and demonstrate an active approach.
• Persistent, resolute in focusing on results and able to set tough personal objectives, monitor progress, and take corrective action.
• Ability to remain forceful when others become pessimistic or when dealing with new and unexpected situations.
• Experience working in billing/invoicing.
• Ability to build strong relationships and influence.
• Experience in the security industry.
• Excellent communication and interpersonal skills
• Innovative and creative, able to remain confident when dealing with negative situations and come up with imaginative solutions to difficult problems.

Qualifications: BS in Information Systems with 2 years of Experience

• Administration experience working in a complex and fast-paced environment.
• Experience or a desire to work within an HR/People or Payroll-based role.
• Excellent IT skills, including MS Office packages, with a high level of competency in Word and Excel.
• Demonstrable call management and handling skills.
• Ability to provide a professional, courteous, sensitive, and empathetic approach.
• Excellent customer service skills.
• Ability to present ideas in user-friendly and non-technical language.
• Proven analytical and problem-solving abilities.
• Good time management skills to balance multiple tasks simultaneously.
• Punctual, strong work ethic, positive attitude, organized, and has an intense desire to learn.

Qualifications: BS in Web Development with 1 year of Experience

• Microsoft Azure Fundamentals level knowledge.
• Understanding of access, authentication, and access control concepts.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• An ability to solve complex application design and programming issues.
• Self-starter and willing to learn the health industry terminology and standards.
• Ability to quickly learn multiple applications and technologies simultaneously.
• Able to make sound decisions regarding when to escalate issues appropriately.
• Knowledge of, and ability to use, the complex and varied tools and equipment designed for information sharing.
• An ability to provide information and/or instruction to application users and other interested parties in layman’s terms.

Qualifications: BS in Computer Information Systems with 2 years of Experience

• Experience using Help Desk or Customer Service ticket logging systems.
• Ability to work with users via phone as well as remotely.
• Ability to effectively communicate internally and externally in English and Polish, both in written and verbal form.
• Professionally interface with all levels of the organization, as well as high-profile individuals, clients, and vendors.
• Read and decipher materials and documents with the ability to recognize and extract critical data and information.
• A strong work ethic, strong organizational skills, and meticulous attention to detail.
• Ability to remain calm under pressure.
• Ability to adhere to deadlines and execute on multiple assignments from beginning to end with accountability for the results.
• Ability to assess circumstances and problem solve logically with minimal supervision.
• Prior experience working in an IT Help Desk or Customer Service role.
• Understanding of Active Directory, Microsoft Azure, Windows 10, Office 365, and Exchange.
• Knowledge of and experience with using Help Desk or Customer Service ticketing systems.
• Interest in working with a diverse user population in a global company.

Qualifications: BS in Data Science with 4 years of Experience