Help Desk Analyst III
Support Services
San Diego Office

Job Summary
Responsible for answering initial telephone or written inquiries from customers regarding hardware and software issues.  Analyze software and system configurations to identify and diagnose customer reported issues and recommend corrective actions.  Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.  May prepare help desk incident reports and assist in hardware and software evaluation.
Essential Functions
Job responsibilities include, but are not limited to:
·       Ability to act as single point of contact for in-house customer base
·       Ability to interact via telephone with customers to perform diagnostics and resolution of technical problems
·       Ability to enter data into a customer management system
·       Ability to manage customer requests from point of contact to closure
·       Ability to log, track, resolve, dispatch, and reroute calls through to resolution
·       Conduct user-satisfaction surveys; produce results reports; provide recommendations on process refinements to support the findings.
·       Ability to document procedures, corrective actions, and update knowledge base system
·       Provide technical troubleshooting and configuration support for client desktop and networking environment which many include:
1.      Interface with Tools such as Epicor HelpDesk and Internet Browsers.
·       Perform password resets
·       Identify responsible group for problem resolution and escalation when necessary
·       Interface with desktop support and system administrators
·       Ability to work in a team environment
·       Ability to communicate effectively
·       Ability to meet and/or exceed established service level agreements (SLA)
Qualifications:
·       Ability to create a positive client relationship
·       Demonstrate exceptional telephone etiquette
·       Ability to listen effectively in order to understand and process customer requests
·       Ability to ask appropriate questions and understand client questions
·       Demonstrate conflict resolution skills
·       Ability to meet and/or exceed established SLA's (service level agreements)
·       Ability to support the Microsoft Office suite
·       Internet and Browser installation and troubleshooting
·       Basic knowledge of supporting Windows 2000
·       Basic Operating System/Networking/Hardware troubleshooting
·       Possess an understanding of LAN/WAN technologies and protocols
·       Keyboarding skills
·       Knowledge of customer management tracking systems.
·       Demonstrates strong written and verbal communication skills
·       Ability to multi-task in a fast paced environment
·       Must be detail oriented
·       Demonstrate effective time management skills
·       Demonstrates maturity and general business knowledge
·       Demonstrates strong desire and enthusiasm to learn
·       Demonstrates strong customer service skills
Education
·       BS Degree in Computer Science or relevant experience.
·       Industry certifications a plus.

Bruce Randall
Websense Inc.
Product Marketing Manager
858-909-9441 (W)
760-271-8797 (M)
brandall@websense.com