Service Desk/Call Center Analyst (COB000001638)

Company: Innova
Location: New York
Posted on: February 5, 2025

Job Description:

Innova Solutions is immediately hiring for a Call Center Analyst ( 4pm- 11pm)

If you want to know about the requirements for this role, read on for all the relevant information.

Position type: Contract
Duration: 12 months +
Location: 55 Water Street, NY, NY

Will be working 100% remotely, Mon-Fri (4 p.m.-12 a.m)
Remote training will be held during the first 4-weeks from the start date (Mon-Fri: 9 a.m.-5 p.m.)
Once these candidates get ramped up after a few months, they are expected to handle approx 40-50 end user calls per day.
Candidates need to have strong Call Center experience and must be present throughout their resume
Candidates need to have strong support experience working with PC Hardware/Software; Active Directory will be big being that 60% of the calls all deal with password reset type questions; Mock scenarios are very general, they are looking to get a feel for how they approach a particular problem (general log in issues: what type of questions would you ask the end user, etc.)
They will also be given a typing test, hence the reason they need to conduct these interviews on a computer and not on a smart phone; Looking for these candidates to type at least 40 WPM. Needs to be able to take the interview via laptop or desktop (not from a smart phone)

- Receive, prioritize, document and actively resolve end-user help requests
- Answer calls of e-mail contacts within the required service level time frame
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA/OLA)
- Track open tickets and monitor ticket progress per SLA/OLA, close ticket items when resolved
- Follow escalation and paging procedures to ensure SLAs/OLAs are being met

Agents are evaluated via an agent score card which tracks various call centers & service delivery metrics.

PAY RANGE AND BENEFITS:
Pay Rate*: $28.00- $30.00 Per Hour
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:
--- One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
--- ClearlyRated - Client Diamond Award Winner (2020)
--- One of the Largest Certified MBE Companies in the NMSDC Network (2022)
--- Advanced Tier Services partner with AWS and Gold with MS
Website: https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. - 1324b.

Keywords: Innova, New Britain , Service Desk/Call Center Analyst (COB000001638), Professions , New York, Connecticut