Helpdesk Analyst Job in Plano 75074, Texas US
Helpdesk Analyst
Location: Plano, Tx 75074
Employment Type: Full Time, Temporary/Contract/Project
Reference Code: 1001726301
Provides help desk support on the complex technical problem of PDA, Smartphones, Google, Blackberry, RIM, Apple iOS, and Windows Mobile operating systems, proprietary and shrink-wrap business applications, and associated
hardware devices. Primary support will comprise problems from customer end users.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Remote diagnostics, troubleshooting, analysis and resolution of support issues.
Follows established process and procedures to provide support to customers via all contracted channels
(phone, email, chat /or fax).
Works effectively with other management and customers to quickly address problems as they arise.
Maintains a high degree of technical knowledge relating to supported products.
Properly log all information into the problem management system.
Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.
Contribute authoring, reviews, and updates of Knowledge Management repositories
Contribute to ongoing Quality Improvement initiatives
Represent company in a professional and businesslike manner and communicate effectively with customers and other team members.
Performs other related tasks, as assigned.
SKILLS
Help Desk or Call Center experience with advanced troubleshooting
Ability to work in a collaborative environment
Willingness to contribute and support a Knowledge sharing culture
Positive Attitude and Customer Focus
Excellent Communication Skills (Verbal, Written, Interpersonal, Proactive listening)
Balance multiple shifting priorities
Innovative thinking and problem solving
Effective time management
KNOWLEDGE CERTIFICATIONS
Associates Degree or equivalent
A+ and/or MCP Certification preferred
Knowledge of Apple iOS
Knowledge of Apple iOS devices including iPhone, iPad, iPod Touch
Knowledge of Blackberry hardware and OS
Knowledge of Blackberry Enterprise Server
Knowledge of Windows Mobile (2003, 5.0, /or 6.0)
Knowledge of Windows Mobile hardware devices (Pocket PC Smartphones)
Experience with Microsoft ActiveSync Windows Mobile Device Center
Experience with Microsoft Vista, XP, and Office XP/2007
Experience with Active Directory /or Remote Desktop Protocol
Open all references in tabs: [1 - 4]