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Job Information
Job title

Help Desk

Company Irvine Technology Corp
Wage Not specified
Location United States, California, Glendale
Employment type 0-3 Month Contract
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 2/28/2006
Description
Top skills:
-Helpdesk exp.-

-Novell
-Windows 2000 and XP Pro
-AS400

Responsible for providing customer support in the Information Systems Support Center for software/hardware problems and requests for information regarding enterprise computer systems.

Maintain an expert knowledge of the support center system software. Assist with the administration and maintenance of the Support Center system software as well as the training of Information Systems staff in its use at the Regional level.

Direct assigned staff in the implementation of customer service initiatives as outlined in, and represented by, the Service Level Agreement.

MAJOR RESPONSIBILITIES:

1. *Answer telephone calls promptly and courteously.

2. *In an effort to resolve the majority of customers' requests upon first contact with the Information Systems department, assume responsibility for problem assessment and resolution.

3. *Assist the customer with basic computer system problems; take appropriate action and follow through within the scope of responsibility.

4. *Effectively utilize the Support Center system software in an effort to meet the Service Level Agreement by: . Making complete entries to allow tracking, escalation, and administrative report generation regarding reported problems. . Appropriately assigning problems to insure timely resolution.

5. *Maintain a general knowledge of the operation and use of supported enterprise systems and software (PCs, AS/400, Citrix, etc) and report generation tools.

6. *Maintain knowledge of, and location of, documentation available to the customer, including documentation available via the AH Intranet.

7. *Maintain Service Level Agreement conditions with supported end-user departments, facilities and enterprise business units by acting as the Customer's Advocate.

8. *Participate in training new Support Technicians in the basics of AS/400 utilities and PCs

9. *Assist in providing Support Center system software training to regional Information Systems staff.

10. *Assist in maintaining user accounts and information in the Support Center system software.

11. *Assist in developing and maintaining current Support Center documentation. 12. *Assist in developing plans to improve quality and customer service within the Support Center as well as tools to monitor the quality improvement and customer service initiatives.

13. Identify potential areas where policies/procedures require development or change.

14. Run Support Center reports as requested.

15. In the absence of a Support Center Coordinator develop methods to monitor the accuracy and completeness of entries in the Support Center system software.

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Experience/Skills
2-3 years

Other desired skills:
Help Desk Customer Support Novell Windows 2000 and XP Pro AS400
This job has expired.