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Associate Help Desk Analyst
First American
Santa Ana, CA, United States
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The Associate Help Desk Analyst provides computer support to end-users for PC, server or applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates, recreates or remotely accesses users’ systems to identify user problems to resolve operating difficulties.
Essential Functions
• Answers first level calls to Service Desk.
• Provides first level assistance for defined problems and escalates tickets as necessary.
• Tracks calls and documents problems into call tracking software.
• Consults knowledge database to optimize resolutions and follows through on resolution with callers.
• Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
• Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
• May perform additional duties as assigned.
Knowledge and Skills/Technology Used
• Aptitude for providing excellent customer service.
• Good communication, problem solving skills and telephone etiquette.
• Ability to use Service Desk standards and follow guidelines.
• General knowledge of network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol technologies.)
Typical Education
• Two year technical degree or equivalent combination of education and experience
Typical Range of Experience
• Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.