Technical Support/ Help Desk Analyst

Job Description:
Three to five years experience in a Help Desk environment
Advanced skills resolving issues with Network Operating systems Novell 5x, 6x, Windows NT/2000 and their supporting tools; Identifies, researches, and resolves technical problems for a diverse clientele with many different software requirements; Documents, tracks, and monitors the problem to ensure a timely resolution; Expert ability to troubleshoot/resolve client problems with PC hardware and software;
Proficient working within a large WAN/LAN environment; Ability to interface with multiple corporate departments and vendors; Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management; Strong written and verbal and interpersonal skills; Experience dispatching and managing vendor work processes; Familiarity with Call/Incident Tracking software (Remedy, Peregrine); Expertise with Lotus Notes version workstation client (version R5 or R6); Experience with voice and data communication concepts and networks; Experience with Knowledge Management software preferred; A wide degree of creativity and latitude is expected; Performs a variety of complicated tasks.d effectiveness.; Analyze and interpret past and current work volume data to determine staffing needs, create accurate schedules, and assure service levels and customer satisfaction goals are met.
Coordinate, drive and measure results in long and short-term forecasting, resource scheduling, intra day staffing adjustment and real-time service level adherence management.; Analyze contact center performance history to determine optimum off line activities as well as addressing occupancy issues.
Develop and maintain productive relationships with key contact center colleagues to leverage the combined resources and knowledge for maximum results.Keywords:
Novell, Lotus Notes, LAN/WAN, Remedy or Peregrine[gj.704276.10.442232]
REQUIREMENTS
2 + yrs Novell experience is REQUIRED