Tier 1.0 Help Desk Specialist

Job description

Overview The Work: The Tier 1.0 Helpdesk Specialist acts in a customer service capacity responding to customer requests on the Client applications via phone, email, or self-service portal. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables. Responsibilities: Key Responsibilities: - Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation develop spreadsheets, briefings, and other program documents. - Provide initial support and analysis for classification, ticket ownership, monitoring, tracking and communication, resolution, and recovery of incidents not assigned to Tier 2. - Enter datasets related to the contract, compile, perform analysis and reconciliation. - Closure of incidents, monitoring the status and progress towards a resolution of the assigned ticket and communication to those involved in the incident as needed. - Review calls and emails for accuracy. - Submit monthly QA reports for each assigned analyst. - Conduct monthly QA check-in meetings and...