Help Desk Analyst Job in Westlake Village 91361, California Us

Positions available in Westlake Village, CA and Parsippany, NJ.

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.

 

 

·         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.

·         Responsible for supporting the field after hours.  Analysts are rotated once every 14 weeks, for a full week of after hours coverage (subject to change).

·         Responsible to ensure all payrolls have properly processed on Friday evenings. 

 

MINIMUM QUALIFICATIONS AT ENTRY

 

Education/Experience: 

Ø     H.S. diploma, with a minimum of one year’s experience on a help desk, interacting with the customer base over the telephone.

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, is desired.

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

ØGood 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.

Ø  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.

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

 

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

·         Knowledge of standard office procedures and practices.

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

·         Excellent planning, organization and time management skills.

·         Ability to carry out multiple assignments concurrently.

·         Skill in clear and concise oral and written communication.

·         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.

·         Courteous telephone manner.

·         Strong customer service and results orientation.

 

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.

·         Handling and being exposed to sensitive and confidential information.

·         Occasional lifting and/or moving up to 10 pounds.