Helpdesk Analyst

US-PA-Erie
5 days ago
Job ID
2017-3442
# Positions
1
Experience (Years)
1
Category
Information Technology

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.

 

The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.

 

As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.

 

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

 

As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!

 

Position Overview

To support 24/7 customer service, commissioning and troubleshooting of wireless communications and on-board configuration management of mobile assets.

Responsibilities

1. Customer Calls

  •  Provide immediate response/support on incoming calls for assistance from global customers and field teams related to on-board service offerings, wireless communications and associated  hardware and software.

2. Case Management

  • Manage incoming cases related to on-board services, communication systems and associated equipment and software.
  • Deliver recommendations to customers.
  • Review case execution feedback and determine success.
  • Escalate problems to appropriate personnel.

3. Productivity and Automation

  • Identify non value added work/tasks.
  • Help identify and support opportunities for simplification and automation of service processes.
  • Work with IT and engineering to identify options for overall service improvement to include but not limited to automation, end-user self-service and process improvement.

4. Tracking & Metrics

  • Identify inaccurate recommendations and poor feedback.
  • Analyze operations data to identify and drive opportunities to reduce age of delivered recommendations and improve overall execution, timeliness, feedback and accuracy.
  • Maintain customer satisfaction, mean-time to repair and accuracy metrics.

5. Reporting

  • Generate reports related to communication systems, including billing information
  • Generate reports related to IT system performance

Qualifications

Requirements:

 

General office management skills

Excellent organization, communication and interpersonal skills

Experience that represents excellent customer service

Ability to interact at all levels within the organization, as well as directly with customers.

Ability to work various shifts with various rest days in a 24/7 environment

 

Hardware/Software Proficiency:

 

Microsoft Office Suite (Excel, Word, Access, PowerPoint)

Other proprietary software & systems

 

Activities: 

  • Integrate projects with day to day activities
  • Provide shift coverage in the MDSC performing the above activities.
  • Support IT and engineering initiatives for service improvement, as required.
  • Report service “performance” to the team.

 Schedule:

  • Various shift with various rest days - rotating
  • Support for 24/7

Options

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