Tech Data - Americas

  • Sr Help Desk Analyst

    Location US-OH-Groveport (Columbus)
    Req Number
    2018-20925
    Weekly Work Hours
    40
    Shift
    1st
    Travel Required
    Less than 10%
    Relocation Assistance Available
    No
    Working Time
    Full-Time
  • Overview

    Tech Data connects the world with the power of technology. Our end-to-end portfolio of products, services and solutions, highly specialized skills, and expertise in next-generation technologies enable channel partners to bring to market the products and solutions the world needs to connect, grow and advance. Tech Data is ranked No. 83 on the Fortune 500® and has been named one of Fortune’s World’s Most Admired Companies for nine straight years. To find out more, follow us on Twitter, LinkedIn, and Facebook.

     

    This position provides advanced support to customers, employing a high degree of customer service, technical expertise, and timeliness when analyzing, determining and solving client issues. Uses sophisticated techniques for resolving problems including having a deeper understanding of the interrelationships between infrastructure components and services from network components through to the application layer.

     

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    Essential Duties & Responsibilities Required

    • Serves as a mentor and consultant to team members by coaching the individuals in developing help desk skills.
    • Ensures customer satisfaction in every step of problem resolution.
    • Tracks detailed information about each customer's service need in an on-line database.
    • Documents diagnostic steps while troubleshooting reported problems.
    • Extensive research is often required to find correct solutions.
    • Follows-up with all customers to ensure needs have been met.
    • Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity.
    • Resolves escalated trouble tickets as necessary from lower-level staff.
    • Maintains a high first point of contact resolution rate for complex issues.
    • Identifies problem trends, if applicable.
    • Facilitates resolution to complex technical issues requiring advanced support by interacting with senior technical staff, Problem Management and members of management.
    • Plans in advance and coordinates with co-workers to ensure and implement back-up coverage plans if assistance is needed, especially if a person is out or an outage occurs that impacts the ability to deliver within Service Levels.
    • Adheres to and helps to define/document troubleshooting scripts, standards and procedures for the Help Desk.
    • Performs additional duties as assigned
    • Meets attendance and punctuality standards

    Qualifications, Required Knowledge Skills & Abilities and Working Conditions

    The requirements listed below are representative of the knowledge, skill, and/or ability required. Able to:

    • Be diplomatic when handling calls/correspondence for Management.
    • Build solid, effective working relationships with others.
    • Analyze and resolve complex issues and problems in a sound and timely fashion.
    • Assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take.
    • Coach others in the development of their skills.
    • Constructively work under stress and pressure when faced with high workloads and deadlines.
    • Adjust readily to change and adapt as needed. Able to avoid win/loss situations and ensure productive resolutions of conflict. Able to display assertiveness and a high level of self-confidence.
    • Execute instructions and to request clarification when needed.
    • Express ideas clearly and convey necessary information.
    • Interact effectively with all levels of management.
    • Recognize and attend to important details with accuracy and efficiency.
    • Serve as a resource to others in the resolution of complex problems and issues.
    • Sort through numerical information and recognize trends and details.
    • Think strategically and tactically. Able to troubleshoot system-related problems.
    • Work independently with minimum supervision. Able to be attentive and foster two-way conversation.
    • Maintain a positive attitude in the face of criticism, rejection, or failure.
    • Maintain confidentiality of sensitive information.
    • Negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.
    • Use common office equipment.
    • Perform basic mathematical calculations. Able to prepare/analyze appropriate reports and other business correspondence.
    • Provide courteous, timely service when addressing customer questions and concerns.
    • Quickly learn new systems and technology.
    • Knowledge and/or expertise in related area of responsibility.
    • Possesses strong data entry skills. Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
    • Possesses strong organizational and time management skills, driving tasks to completion.
    • Use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at an intermediate level.
    • Maintain confidentiality of senstitive information.

    Education:

    • Bachelor's degree preferred in Computer Science, Engineering, OR related discipline; equivalent experience acceptable. 
    • 4+ years of progressive broad-based information systems and business experience supporting IT applications and technical issues.

    About Us

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