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Analyst,Help Desk,Assoc
Ref No.: 18-18998
Location: Santa Ana, California

Support customer inbound incidents and requests through phone, email, and chat.
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 routing and escalation is crucial.
Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers.
Assist in the developing and maintaining of a problem resolution knowledgebase.
Available to work any shift – outside of "normal business hours”, possible weeknights and weekends.
Document all calls in ticketing program.

Two-year technical degree or 1-2 years' technical troubleshooting experience required
1-3 years previous experience working in a help desk or service desk environment required
Demonstrate excellent customer service skills via phone
Solid communication, problem solving skills and telephone etiquette
Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy