Help Desk Analyst Job in Parsippany 07054, New Jersey Us

POSITION TITLE: Help Desk Analyst

DEPARTMENT: Help Desk

LOCATION: Eastern Operations Center in Parsippany, NJ

                                                               

JOB SUMMARY: Frontline support liaison to the end user community.  Troubleshoot, analyze, prioritize, resolve and/or facilitate issues to achieve a resolution for the customer. Strong customer service skills are required.


ESSENTIAL FUNCTIONS:

The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

·          Receive requests for service via the telephone (Help Desk hunt group) or the Help Desk mailbox.

·          Troubleshoot and resolve issues on the initial call when possible.  Utilize the internal knowledge base, experience and team resources.

·          Escalate tickets to appropriate IT group when needed.

·          Document issue in Help Desk database.

·          Follow up on open issues with IT groups to provide feedback to customer.

·          Perform a quality assurance check on resolved tickets to ensure customer satisfaction.

·          Responsible for supporting the field after hours.  Analysts are rotated once every 14 weeks, for a full week of after-hours coverage.

·          EOC NJ based analysts only are responsible to complete a Thursday Morning Checklist.  This ensures system uptime after the Wednesday night IT maintenance program completes.  Analyst starts one hour earlier (630am ET) on a monthly rotating basis.

·          Responsible to ensure all payrolls have properly processed on Friday evenings.  Rotates weekly amongst staff. Normal leave time is 9pm ET or PT.


MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

·          Technical Skills:  One must encompass a general understanding of computers, both hardware and software, and an understanding of Microsoft applications.  Additionally, experience with email systems and basic understanding of Networks, is desired.

·          One year’s experience working on a help desk is preferred.

 

EDUCATION/EXPERIENCE:  H.S. diploma or GED required, with a minimum of one year’s experience on a help desk, interacting with the customer base over the telephone.

 

Competencies (as demonstrated through experience, training, and/or testing):

·          Good written skills, with the ability to record and transfer information that is received from the customer to the internal database, in a clear and concise manner.

·          Excellent verbal skills, with the ability to interact with the customer over the telephone. Understanding the customers’ needs, while responding in a professional and courteous manner.

·          Organizational skills and the ability to properly manage individual workload.

·          Knowledge of standard office procedures and practices.

·          Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form.

·          Ability to carry out multiple assignments concurrently.

·          Ability to interact effectively at all levels and across diverse cultures.

·          Ability to be an effective team member and handle project assignments responsibly.

·          Ability to adapt to changes in the external environment and organization.

·          Candidates should be flexible with shift work. 

o   The Help Desk's normal hours of operation are Monday through Friday 730am until 830pm ET.  This position may change depending on the needs of the business.   

·          This position requires participation in an after hours support program. 

o   This program requires the analyst to provide after hours on call support on a rotating basis (currently once every 14 weeks). * Please note that schedules are subject to change, dependent upon the needs of the business.

 

WORKING CONDITIONS AND PHYSICAL/MENTAL DEMANDS

With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described.  In addition to other demands, the demands of the job include:

·          Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results.

·          Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.

·          Handling and being exposed to sensitive and confidential information.

·          Required ability to handle multiple tasks concurrently.

·          Regular talking and hearing.

·          Close vision, distance vision, and ability to adjust focus.

·          Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds.

**EOE/AA M/F/D/V

Interested and qualified applicants, please forward your resumes and salary history for consideration.

WEB: www.securitasjobs.com
EMAIL: employment@securitasinc.com

FAX: (973) 397-6641
MAIL: Securitas Security Services USA, Inc.
Attn: EOC Human Resources
2 Campus Drive
Parsippany, NJ 07054

Ref Code: EOC HDA 02