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Job Information
Job title

Helpdesk Analyst

Company Ajilon
Wage between $0.00 - $0.00 Hourly
Location United States, California, Oakland
Employment type 6-9 Month Contract
Education Bachelor
Year Experience 2 - 3 Years of Practical Experience
Travel Not Specified
Published on 5/24/2006
Description
The Customer Service Team provides systems support, training, and continuous improvement enabling customers to achieve maximum efficient system usage. This position is responsible for prompt resolution of issues and ensuring consistent logging and routing of HelpDesk issues. Specific responsibilities include:
Serves as a central point of contact for all system support issues.
Receive and prioritize HelpDesk communications (phone calls, voicemail, and electronic mail) by logging issues into the HelpDesk tracking software.
Perform diagnostic evaluation during contact with customers, and resolve issues based on available scripts and knowledge, or escalate and route to the proper technical specialist.
Follow-up on urgent calls, and perform daily follow-up on all open issues.
Pursue training opportunities to keep abreast of technology and improve customer support in Dreyer's environment. Willingness to cross train and rotate job functions to gain wider perspective and breadth of expertise allowing the HelpDesk to provide more flexibility in supporting customer needs.
Initiate broadcast messages for system emergencies and place follow-up phone calls on status.
Responsible for updating HelpDesk voicemail greetings and maintaining voice mailboxes.
Documentation of HelpDesk procedures, scripts, Service Level Agreements, etc.
Communicate with other Information Services teams on HelpDesk issues, procedures, training, change management, and management of user expectations throughout the solutions process.
Update and publish the HelpDesk statistics at month end. Create requested ad hoc reports and distribute.
Maintain the call tracking software database with current user id's & after business hours contacts.
Limited participation in Information Services projects that allow personal and professional growth.
Fulfill company wide purchase order requests for hardware and software. Maintain vendor relations by providing a communication conduit between vendors and Dreyer's Accounts Payable staff.
Responsible for the general ledger coding and submission of invoices relating to hardware purchases for timely payment.
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Experience/Skills
We are looking for an individual with excellent communication skills, a strong balance of excellent Customer Service skills and a working technical knowledge is required.

Strong interpersonal and excellent oral/written communication skills required. Must be able to understand application specific language.
Teamwork skills are integral to HelpDesk success.
Ability to maintain calm, empathetic, and courteous demeanor when enacting with varied personalities.
Successful candidate possesses initiative, a high customer service orientation and tolerance for stress.
Must be organized, resourceful, dependable, and able to complete task-oriented duties in a timely manner. Multitasking skills required to be successful in this fast paced environment. Follow-up communication is a key attribute.
Experience with Windows, 98/2000/XP; Office 97/2003/XP and MicroSoft office suite desirable.
Understanding of PC hardware sufficient for specifying and ordering, along with a desire to keep current on latest technology.
General networking, TCP/IP and IPX protocols, VPN, imaging using Ghost.
Prior Helpdesk experience and A+ certification preferred.
Able to lift up to 50 lbs. while performing PC equipment moves.

The HelpDesk coverage hours are subject to change to better suit the needs of customers who use system technology. Current operation hours: Monday - Thursday 4am-7pm and Friday 4am-5pm. The successful candidate must be flexible to work early morning, day, or late evening shifts. Holiday coverage based on team and business needs (usually, one holiday per year per person.)



Other desired skills:
Windows, 98/2000/XP; Office 97/2003/XP and MicroSoft office TCP/IP,IPX protocols, VPN,Ghost.
This job has expired.