Helpdesk Specialist

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 contactUses case management system to document, track and log inquiry resolutions.Escalates in-scope, complex cases to Subject Matter Expert or Tier when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolvedManages confidential data in a professional manner and according to HIPAA rules and company confidentiality requirementsEnsures audit compliance through transaction processing and approval flowsResponds to systems issues and applies judgement when to escalate issues up to senior colleagues and conducts ad hoc research as needed to support teamAssists with the identification of process improvements and, with guidance, participates in the implementation of improvementsPromotes employee self-service to reduce call volume in the futurePerforms ongoing documentation and procedures maintenance as requiredComplete simple to moderately complex special projects, as neededResolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutionsContributes ideas and actions towards the continuous improvement of Helpdesk related processes Assists with training of new hires and changing programs and business processesDemonstrates comprehensive knowledge of the Knowledge Base tool, relevant data tools and operations processesConducts 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 differencesPerforms at level that assists in attaining overall and team-level performance measure and goalsPlans 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 responsibilitiesAssists in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfactionEducation & 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 preferredSkills:
A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as neededAbility to manage multiple tasks simultaneously acquired through previous experience in related field Strong emphasis on customer service with strong problem solving and troubleshooting skillsDemonstrates a high degree of comfort navigating multi-channel communication platforms and sites High level of accuracy and attention to detailWork effectively in dynamic, time-sensitive, high volume environmentAbility to work with minimal supervision and is collaborative/team-orientedWorking knowledge and use of office productivity tools (, MS Outlook, MS Word) preferred Excellent MS Office Suite Skills: Excel, Word, and OutlookWorkday/Oracle/Service Cloud experience a plusAditiIndia
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