Web Assist Analyst

  • location: Richmond, VA
  • type: Contract
  • salary: $17 per hour

job description

Web Assist Analyst

Randstad is looking for a Web Assist Analyst to join their team in the Richmond Location.

Shift: M-F 9:00AM-5:30PM

The Production Support Specialist answers inbound calls from global customers as well as internal system users and is responsible for providing first level operational and technical support.

  • Provide IT operations support in a team Service Desk environment. Adjust working hours and schedule as needed.
  • Develop and exhibit technical subject matter expertise on the supported systems and associated business processes.
  • Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from Genworth and/or vendors.
  • Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience.
  • Assess impact of issues and ensure proper severity assignment.
  • Ensure Support Guides and related documentation is up-to-date.
  • Regularly identify and implement improvement opportunities.
  • Fulfill corporate compliance tasks including mandatory training and weekly timesheets
  • High School Diploma, GED or Equivalent Certification
  • 2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.
  • Proficiency with Microsoft Office 2016 (Outlook, Excel, and Word)
  • Experience with web navigation and support in a Microsoft Windows environment
  • Strong communication and interpersonal skills
  • A work ethic with a focus on quality, results and customer satisfaction

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