Help Desk Analyst Job in Westlake Village 91361, California US

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.

·         All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

·         Associates are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.

·         In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Associates are required to notify superiors upon becoming aware of unsafe working conditions.

·         All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

 

JOB SPECIFICATIONS:

·         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 support groups when needed.

·         Document issue in Help Desk database.

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

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

·      Normal Help Desk hours are 8am until 5pm Monday through Friday ET or PT depending on operation center location.  To ensure proper field support, analysts are rotated through weekend coverage approximately 5 times a year.  When the analyst is on the weekend shift, they work 4, 10 hour days, Saturday through Tuesday with 3 days off for that week.

 

  

MINIMUM QUALIFICATIONS AT ENTRY

Ø  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 and Connectivity is required.

 

Ø  Support of applications, proprietary or otherwise is desired.

 

Ø  One year’s experience working on a help desk is required.

 

Education/Experience: 

Ø  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 is required.

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.

·          This position requires flexibility with shift work. 

o Normal shift hours are 8am to 5pm, subject to change

·          This position requires participation in a rotating weekend support coverage (approximately 5 times a year).

 

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 authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.

·         Successful passage of background, reference, psychological, and controlled substance tests.

·         Required ability to handle multiple tasks concurrently.

·         Computer usage.

·         Handling and being exposed to sensitive and confidential information.

·         Regular talking and hearing.

·         Frequent sitting.

·         Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.

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

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

·         Work primarily performed in an office environment.

 

                                                      EOE/AA  M/F/D/V