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 Additional Skills & Qualifications •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. Experience Level Entry Level Pay and Benefits The pay range for this position is $25.00 - $25.00/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 Sep 12, 2025. h4>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.