This job has expired, please see additional jobs below
Help Desk Analyst
BMI
Nashville, TN, United States
Job Details - this job has expired, please see similar jobs below
POSITION SUMMARY: Provide a central point of contact in order to respond to inquiries and requests for assistance with the organization's computer systems or PC's. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the Help Desk. Coordinates with other ISG areas to resolve problems if necessary.
FUNCTIONS OF THE JOB:
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.
Customer Service
• Must consider the customer as the most important part of the job.
• Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
• Promotes a professional Help Desk image and its value.
• Understands Help Desk priorities and objectives and takes an active role in accomplishing them.
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
• Strives to learn the job functions of immediate supervisor and peers.
Communication
• Keeps peers and end users informed of trends, significant problems, unexpected delays and anything new in the environment.
• Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment business units.
• Keeps current on all the technology used in the environment supported.
POSITION QUALIFICATION REQUIREMENTS
Education: BS or BA degree in computer science, business administration, or related field is preferred.
Experience: Minimum 1-2 years work experience in an IT support function or a customer service oriented, call center environment.
Skills and Abilities: which may be representative but not all inclusive of those commonly associated with this position.
• Ability to focus despite distractions.
• Decision-making and problem solving skills.
• Ability to quickly learn Help Desk process, from logging to informing customer solution is in place implements solutions not fixes.
• Proactive Thinking skills.
• Good communication skills, both written and verbal
• Customer Service skills
• Time Management skills
• Ability to be flexible and work well in a team environment.
• Ability to learn technical product information quickly and accurately.
• Must have Working knowledge of the following:
◦ Office 2007, 2010, and 2013
◦ Windows 7/8
◦ Remote Access VPN
◦ Password Administration
◦ Hardware Diagnostics
◦ Network Fundamentals
◦ Intranet
License(s)/Certifications Required: Microsoft MCP and Certified Help Desk Analyst preferred.