Help Desk Technician

OVERVIEW:

Our client, a Global Fortune 50 organization and one of world’s largest distributors of Health care systems, medical supplies & Pharmaceutical products, seeks an accomplished Helpdesk Technician.

IMPORTANT NOTES:

• This will be an onsite role.
• Mon - Fri (8hours/day) | 08:30 AM - 05:30 PM (Central Time)
• Work location & Type: Onsite | 13501 Park Vista Blvd, Fort Worth, TX 76177
• Duration: 9 Months assignment with possible conversion.
• Hybrid after training w/ some WFH days.
• Meetings are mandatory in Fort Worth.

RESPONSIBILITIES:

• Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using McKesson Connect ordering systems.
• Provide technical resolution that includes but is not limited to the following:
• Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support, email and personnel requests for technical support.
• Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
• Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads
• Work in various inbound call queues as assigned by Workforce Management
• Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
• Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance)
• Special projects and other duties as assign
• Remote Desktop Troubleshooting
• Technical support, customer service, and software or mobile device support experience.
• Strong customer service and troubleshooting skills
• Ability to communicate technical information verbally to a wide range of end-users (i.e. internal employees, hospitals, VA, and retail customers)
• Strong attention to detail, with a focus of rapport-building, listening and questioning
• Ability to communicate technical information to both technical and nontechnical audiences

QUALIFICATIONS / REQUIREMENTS:

• Must have completed High School Diploma minimum.
• Must have 4-5 years of Helpdesk Technician experience within Health care or pharma Industry.
• Must have handled Escalation & Conflict Resolution, providing Ticket/Case Management.
• Must be proficient with MS office (Outlook, Teams, Excel, Word).

I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.

Recruiter Name: Jatin Rattan

Title: Senior Recruiter