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Analyst,Help Desk
Ref No.: 18-09976
Location: Santa Ana, California
Duties:

Provides computer support to end-users for PC, server or mainframe applications, and hardware by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.

- Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity.
- Assist in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
- Acquire and maintain current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.

- Attend and possibly assist in training sessions.
- Develop business and technical writing skills.
- Respond to after hour customer calls.
- Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
- Assist in the developing and maintaining of a problem resolution knowledgebase.
- Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Recommends systems modifications to reduce user problems. Escalates more complex problems to senior level.
- Errors may be difficult to detect and would normally result in loss of time or customer/user dissatisfaction.

Skills:

- Aptitude for providing excellent customer service.
- Good communication, problem solving skills and telephone etiquette.
- Ability to use Help Desk standards and follow guidelines, as well as help others interpret policy.
- Broad range of network, desktop and mainframe knowledge is highly desirable.
- Help Desk 2000 Certification as CHDP (Certified Help Desk Professional) within first year of employment.
- Maintains currency and high level of technical skill in field of expertise.
- Knowledge of basic System Administration functions. 2-4 years of directly related experience.

Education:

Two year technical degree or equivalent work related experience required.