HELP DESK ANALYST I

Job Purpose Summary

 

Works with a team of Help Desk Analyst to receive incoming technical support phone calls and emails for the corporate office and over 250 computer training centers and their students both domestic and internationally.  Investigates, troubleshoots, records and resolves software and hardware problems of the customer calls per established performance criteria. Effectively trains the customer to maximize the use of their system.  Conducts Quality Assurance and verification testing on specific projects assigned.  Works with engineering and development teams for second level support resolution.

 Essential Job Duties

 Performs follow-up and escalation to ensure the customer?s problem is resolved in an effective and timely mannerResponsible for providing quality customer service on every callResponds to telephone calls from customers per the established criteria.Responds to email inquiries from customers per the established criteria. May be required to provide support to customers after hours or on weekends. Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.Participate in the yearly performance plans and appraisals with the manager based upon the company goals.Ability to write system documentation when needed.Participates in system testing, and works with Quality Assurance team for product releases.Actively participate in team meetings. Works in a team environment with co-workers to research customer problems and find solutions.Works with supervisors and manager to clarify priorities, escalation processes, and assignments.Requires consistent follow-up with customers within established service level agreements. Required to attend internal and external training sessions when appropriate.Required to record and complete call tracking tickets for each call...Required to maintain regular and punctual attendance.Accept assignments with open, cooperative, positive and team-oriented attitudes.Demonstrate a thorough knowledge of all aspects of department operation and systems.Demonstrate effective oral and written communications with customers, department and company staff.Adhere to Company policies as defined.Must be able to work early morning shifts (5AM or 6AM)

 Job Qualifications

 

Education:  Bachelor Degree preferred and 4 years experience in customer service.

Experience:  Must have a minimum of 1-2 years experience trouble shooting PC hardware and software problems.
Must have a minimum of 1-2 years experience providing support to clients.

Math Skills:  Basic math skills.

 REQUIRED Knowledge & Skills

 Excellent troubleshooting, listening and problem-solving skills.Previous work experience in a call center is desirable.Troubleshooting techniques and procedures knowledge required.Previous computer knowledge and software tools; Windows 2000, Windows XP, Windows Terminal Services, Networks, Telecom, and PC architecture; Application support experience required.Able to work in a fast paced environmentExcellent Typing SkillsExcellent Customer Service Skills & Professional Phone MannerExcellent written communication and documentation skillsAbility to work under pressure is essential.  Must possess good judgment, initiative, strong work ethic and dependability. 

Other Abilities:  Ability to work independentlyAbility to prioritize and multitaskAbility to learn new systems quickly and adapt to new environments.Aptitude to learn technical information quickly.  Must be able to demonstrate ability to effectively and clearly deliver information to a range of audiences  Excellent reasoning and logical thinking capabilities.Excellent knowledge of the latest, innovative technology is a plus.  Exceptional problem solving and communication skillsStrong interpersonal and organization skills