Overview
On Site
USD 25.00 - 28.00 per hour
Full Time
Skills
Help Desk
Management
Training
ROOT
QoS
Data Flow
Root Cause Analysis
Sales
Auditing
Data Structure
Analytical Skill
Business Analysis
Microsoft Power BI
Service Desk
User Experience
Reporting
DAX
ServiceNow
Analytics
KPI
Trend Analysis
Configuration Management Database
Data Quality
Data Cleansing
Python
Scripting
Data Processing
Workflow
Machine Learning (ML)
Business Strategy
Data Analysis
Presentations
Decision-making
Requirements Elicitation
Specification Gathering
Dashboard
Data Integrity
Taxes
Life Insurance
SAINT
Collaboration
Partnership
Business Transformation
Law
Job Details
Description
Providing helpdesk ticket auditing services to determine agent performance in comparison with established KPIs via various metrics. Manage and assist in the training for new staff to assist with increasing audit volume.
Provided various PowerBI reports to aid in root cause data analysis for Operational and QoS concerns including but not limited to:
1. Phone App usage analysis; determined the percentage of agents that used the required phone app while handling call tickets, along with visualizations and live updates from organizational DataFlows.
2. Built Operations Dashboard for manager to tracking day to day operations as well as aged tickets, team ownership, delinquent tickets, and both historical and contemporaneous KPI summaries.
3. Performed root cause analysis for special concern tickets from sales staff where timeliness is critical. Analyzed of number of ticket reassignments, number of days open, metrics by agent, by team, by leader and by org to assist in the development of strategies to improve performance.
Worked with the technology team to assist in validating and providing insights on performance for audits that are completed via automation tools.
Assist the technology team in a current project to reorganize and modernize their backend data structure.
Skills
Power bi, Reporting, Data analysis, Python, Analytic, Business analysis
Additional Skills & Qualifications
- Design interactive Power BI dashboards on Global Service Desk agent performance, SLAs, and end-user experience metrics. Enhance reporting efficiency by leveraging M language and DAX to cleanse, integrate, and transform data from diverse systems, including ServiceNow and Five9.
- Develop ServiceNow reports and Platform Analytics Indicators for KPI tracking, trend analysis, and CMDB data quality to support data-driven decision-making.
- Built and optimized data cleaning pipelines with Python scripts, streamlining data processing workflows and ensuring high-quality data for analysis.
- Applied machine learning techniques to analyze complex datasets, identified topics of conversation within Virtual Agent chat transcripts, and provided predictive insights for business strategy.
- Present data analysis findings through clear visualizations, reports, and presentations to drive informed decision-making by stakeholders and executives.
- Lead requirements gathering sessions with business users to capture and document data needs, and translate them into technical specifications.
- Provide ongoing maintenance and troubleshooting for existing reports and dashboards, ensuring data integrity and timely updates.
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $25.00 - $28.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Saint Paul,MN.
Application Deadline
This position is anticipated to close on Oct 28, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Providing helpdesk ticket auditing services to determine agent performance in comparison with established KPIs via various metrics. Manage and assist in the training for new staff to assist with increasing audit volume.
Provided various PowerBI reports to aid in root cause data analysis for Operational and QoS concerns including but not limited to:
1. Phone App usage analysis; determined the percentage of agents that used the required phone app while handling call tickets, along with visualizations and live updates from organizational DataFlows.
2. Built Operations Dashboard for manager to tracking day to day operations as well as aged tickets, team ownership, delinquent tickets, and both historical and contemporaneous KPI summaries.
3. Performed root cause analysis for special concern tickets from sales staff where timeliness is critical. Analyzed of number of ticket reassignments, number of days open, metrics by agent, by team, by leader and by org to assist in the development of strategies to improve performance.
Worked with the technology team to assist in validating and providing insights on performance for audits that are completed via automation tools.
Assist the technology team in a current project to reorganize and modernize their backend data structure.
Skills
Power bi, Reporting, Data analysis, Python, Analytic, Business analysis
Additional Skills & Qualifications
- Design interactive Power BI dashboards on Global Service Desk agent performance, SLAs, and end-user experience metrics. Enhance reporting efficiency by leveraging M language and DAX to cleanse, integrate, and transform data from diverse systems, including ServiceNow and Five9.
- Develop ServiceNow reports and Platform Analytics Indicators for KPI tracking, trend analysis, and CMDB data quality to support data-driven decision-making.
- Built and optimized data cleaning pipelines with Python scripts, streamlining data processing workflows and ensuring high-quality data for analysis.
- Applied machine learning techniques to analyze complex datasets, identified topics of conversation within Virtual Agent chat transcripts, and provided predictive insights for business strategy.
- Present data analysis findings through clear visualizations, reports, and presentations to drive informed decision-making by stakeholders and executives.
- Lead requirements gathering sessions with business users to capture and document data needs, and translate them into technical specifications.
- Provide ongoing maintenance and troubleshooting for existing reports and dashboards, ensuring data integrity and timely updates.
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $25.00 - $28.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Saint Paul,MN.
Application Deadline
This position is anticipated to close on Oct 28, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.