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Level 2 Microsoft Office 365 Support

Minneapolis, MN 55404

Category: Professional Job Number: 16322

 

Voca has an immediate opening available for a Level 2 MS Office 365 Support Staff in Rochester, MN!
 

Position Details 

Job Description:

  • Will utilize ServiceNow instance for all ITSM processes
  • Will utilize B2B VPN to virtual desktops to access troubleshooting tools such as device doctor remote desktop agent
  • Will support the implementation of MS Azure two factor authentication
  • Will comply with all Information Security tools and policies while providing end user support
  • ITIL Based Incident, Knowledge, Service Request and Problem Management Process experience
  • Defined, documented and applied Level 2 training program established and utilized with a focus on increasing first contact resolution and identifying expanding end user self-service opportunities
  • Monthly Agent Reporting process including customer satisfaction, first call and second call resolution percentage, speed to answer and abandoned call rate KPIs for agents / contact center as appropriate per service


Qualifications

  • Non-Technical expertise in Microsoft Office applications
  • Customer Oriented
  • Attention to detail
  • Demonstrated documentation skills

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