Technical Support Analyst


Admin and Secretarial

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Branch Information

Manpower CORE 100 Manpower Place , WI - 53212 Phone : 414-982-1960



Job Description

Manpower is looking for a Technical Support Analyst for a large insurance client in Franklin, WI!

Technicians in this role provide technical support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed over the phone and with remote access software. Support will include MS Windows 7, 8, and 10, MS Office 2013, 2016, and Office 365, laptops, desktops, printers, mobile devices and numerous in-house, commercial and mobile applications. Experience with using and supporting MS Office and Outlook is required.

You will take an average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 10,000 supported staff. To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include attendance, schedule adherence, first call resolution, quality and customer service.

The main support hours are 6am-6pm M-F and each technician will be assigned an 8-hour shift within that window. During the assigned shifts, candidates should expect nearly 100% of their day on the phone. If any time in that 12 hour span has conflicts, these should be brought up at the first interview.

Candidates should have at least 1 year of first level help desk call center experience, preferably in a multi-channel environment (telephone, on-line chat, etc.). Experience with using and supporting MS Office and Outlook is required. Prior experience supporting Office 365 is a plus as well as prior experience using Cherwell for ticket creation.

This is a 1 year contract position with extension possible.