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Analyst,Help Desk
Ref No.: 18-10374
Location: Santa Ana, California
This position is the critical first line of support for our customers -- primarily internal customers. You will be providing timely support for applications on PC, server or mainframe as well as hardware by responding to and diagnosing problems via phone and IM. It may be necessary to escalate to network services, information security, desktop architecture or other "next level” teams. We are a Knowledge-Center-Support organization. Your track record in KCS "UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.

Your accountabilities will include:
  • Support customer inbound requests through phone, self-service and other channels as developed by Service Desk.
  • Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.
  • Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers.
  • Assist in the developing and maintaining of a problem resolution knowledgebase.
  • Available to do After Hours support – weeknights and weekends.
  • Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
  • Provide user administration and application support for supported applications
  • Escalate User rights issues and employee setup issues to application Administrators
  • Document all calls in ticketing program.
Qualifications
  • Two year technical degree or equivalent work related experience required.
  • 2-4 years previous experience working in a help desk or service desk environment.
  • Excellent customer service skills
  • Good communication, problem solving skills and telephone etiquette.
  • Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy.
Licenses:
  • A+ certification preferred
  • Microsoft, HDI, KCS and/or ITIL certifications a plus
Knowledge, Skills & Technology:
  • MAGIC Training or previous customer service training desired.
  • Desktop experience: MS Office 2010 Professional Products, Windows 7, Windows 8.
  • Internet Explorer 8, 9, 10., and other Browser experience
  • Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus
  • Hardware support, Client/Kodak/Canon Printer, Scanners, and Rightfax.
  • Mobile device support. IOS, Android.
  • Minimum typing 30WPM
Education:
• Minimum of 2 year Technical Degree or equivalent work.