Help Desk Analyst

PepsiCo is a world leader in convenient foods and beverages, with 2005 revenues of more than $32 billion and more than 157,000 employees.

The company consists of Frito-Lay North America, PepsiCo Beverages North America, PepsiCo International and Quaker Foods North America. PepsiCo brands are available in nearly 200 countries and territories and generate sales at the retail level of about $85 billion.

PepsiCo offers product choices to meet a broad variety of needs and preference -- from fun-for-you items to product choices that contribute to healthier lifestyles.

PepsiCo's mission is "To be the world's premier consumer products company focused on convenient foods and beverages. We seek to produce healthy financial rewards to investors as we provide opportunities for growth and enrichment to our employees, our business partners and the communities in which we operate. And in everything we do, we strive for honesty, fairness and integrity."

Exempt Level 5 - No Relocation Available.
As a 3rd Shift Help Desk Analyst, you will provide customer support for PC, mainframe and midrange calls in a fast-paced corporate help desk environment. This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary. You will also work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service ?
Skills Requirements: ?Call Monitoring ??Customer Service ??Customer Support ??Graveyard Shift ??Help Desk ??Mainframes ??Operational Issues ??PC Support ??Personal Computer ??Problem Analysis ??Problem Solving ??System Tracking ??Team-Player

Technical school or 2-year associate degree required with equivalent experience; bachelor degree preferred.
1-3 years help desk or technical support experience
Must have knowledge of current technologies and strong analytical skills
Experience supporting desktop operating systems including Windows NT, Windows XP, OS2
Experience and knowledge in working with the MS Outlook / Exchange server, password reset, authentication, remote access/VPN
Working knowledge of PC Hardware configurations and troubleshooting.
Basic understanding of LAN/WAN technology
Strong oral and written communication skills essential.
Outstanding Customer Service skills and resourcefulness a must
PepsiCo Support Center is staffed 7x24 with 3 traditional shifts (1st, 2nd and 3rd) and a weekend shift. Holiday and off-shift on-call coverage is on a rotational schedule created by the PSC leadership team.