IT Helpdesk Associate - REMOTE

NTT
Fargo
Workplace: RemoteFull timeFunction: IT Support & HelpdeskExperience: 1-3 yearsEducation: high_schoolSkills: ["Problem-solving","Communication","Organizational skills","Attention to detail","Typing","Bilingual communication","Active listening"]

Provide technical support in a 24x7x365 healthcare service desk call-center environment, handling contacts via phone, email, chat, and self-service. Diagnose and resolve workflow issues, application errors, access and functionality problems with a goal of resolving 90% of issues at first contact. Follow scripts and compliance processes, monitor systems during shifts, and escalate complex technical/application issues when needed, while maintaining shift and weekend/holiday flexibility.

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FursaFursa
NTT
NTT
2 weeks ago

IT Helpdesk Associate - REMOTE

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Provide technical support in a 24x7x365 healthcare service desk call-center environment, handling contacts via phone, email, chat, and self-service. Diagnose and resolve workflow issues, application errors, access and functionality problems with a goal of resolving 90% of issues at first contact. Follow scripts and compliance processes, monitor systems during shifts, and escalate complex technical/application issues when needed, while maintaining shift and weekend/holiday flexibility.
Location: Fargo
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Respond promptly to incoming customer contacts (phone, email, chat, and self-service) for workflow issues, application errors, access problems, and functionality concerns.
  • •Achieve a high first-contact resolution rate, with over 90% of issues resolvable at first contact.
  • •Provide high-quality customer service by following scripts, workflows, and corporate policies and procedures.
  • •Escalate complex technical and application issues to the appropriate teams when necessary.
  • •Maintain shift requirements, including monitoring screens throughout the shift and remaining available in the phone queue during 8 to 10 hour shifts, with breaks and secure workspace standards.

Key Requirements

  • •1 to 3 years of customer service experience, preferably in a contact center or healthcare setting.
  • •1 to 3 years of experience resolving customer problems using problem analysis and resolution.
  • •Ability to explain complex technical concepts clearly to non-technical audiences.
  • •Strong organizational skills with keen attention to detail.
  • •High school diploma or equivalent required.
Experience:1-3 yearsHealthcareContact center
Education:High School
Skills:Problem-solvingCommunicationOrganizational skillsAttention to detailTypingBilingual communicationActive listening
Languages:EnglishSpanish
Tech Stack:Microsoft TeamsTwo-Factor AuthenticationCell phonePhoneEmailChat

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn