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Aditi India
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Helpdesk Specialist

Helpdesk Specialist

Aditi India

0 years

0 Lacs

pune maharashtra india

Posted:4 days ago| Platform:

Apply

Skills Required

resolve management documentation data audit compliance processing research support service maintenance training collaborative transactions troubleshooting communication word excel workday oracle

Work Mode

On-site

Job Type

Contractual

Job Description

Responsibilities:

Issue Resolution & Case Management

Provides resolution for company employee related inquiries, external customers and suppliers
Responds to customer emails, chats and phone calls in a timely manner with a goal to resolve within first contact
Uses case management system to document, track and log inquiry resolutions.
Escalates in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolved
Manages confidential data in a professional manner and according to HIPAA rules and company confidentiality requirements
Ensures audit compliance through transaction processing and approval flows
Responds to systems issues and applies judgement when to escalate issues up to senior colleagues and conducts ad hoc research as needed to support team
Assists with the identification of process improvements and, with guidance, participates in the implementation of improvements
Promotes employee self-service to reduce call volume in the future
Performs ongoing documentation and procedures maintenance as required
Complete simple to moderately complex special projects, as needed
Resolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutions
Contributes ideas and actions towards the continuous improvement of Helpdesk related processes
Assists with training of new hires and changing programs and business processes
Demonstrates comprehensive knowledge of the Knowledge Base tool, relevant data tools and operations processes
Conducts stress tests for "the Knowledge Base" tool and provides feedback for system improvements

Customer Service

Provides superior customer service according to the GBSC standards
Operates in a professional manner that is responsive and flexible to cultural differences
Performs at level that assists in attaining overall and team-level performance measure and goals
Plans and organizes work so the Service Level Agreement objectives are realized

Relationship Management

Maintains positive work relationships with members of other teams in the GBSC to communicate effectively and to ensure compliance with cross-team responsibilities
Assists in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction

Education & Experience:

Experience performing daily transactions; exposure to analyzing work for quality, productivity and timeliness
Experience suggesting process improvement activities
Experience in shared services or internal service delivery role preferred

Skills:

A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed
Ability to manage multiple tasks simultaneously acquired through previous experience in related field
Strong emphasis on customer service with strong problem solving and troubleshooting skills
Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites
High level of accuracy and attention to detail
Work effectively in dynamic, time-sensitive, high volume environment
Ability to work with minimal supervision and is collaborative/team-oriented
Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred
Excellent MS Office Suite Skills: Excel, Word, and Outlook
Workday/Oracle/Service Cloud experience a plus

#AditiIndia
# 25-21964

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