Associate Helpdesk Analyst
Tech Data Corporation
Escazu, Costa Rica
hace 5 días

Ensures customer satisfaction in every step of problem resolution. Tracks customer issues in an on-line database. Documents diagnostic steps while troubleshooting reported problems.

Conducts extensive research to find correct solutions. Provides quality support to IT and / or Electronic Commerce customers, employing a high degree of customer service, technical expertise, and timeliness.

  • Assists team in meeting individual, team and organizational service level agreements.
  • Resolves issues using existing knowledge base documentation and tools.
  • Escalates problems to appropriate individuals based on established guidelines and procedures.
  • Participates in training to continually exchange technical and service skills needed to optimize profits.
  • Adheres to and helps to define / document troubleshooting scripts, standards and procedures for the Help Desk. Continually strives to learn and share knowledge by distributing solutions once the solution or documented procedure is approved by a more senior team member.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Able to build solid, effective working relationships with others.

    Able to constructively work under stress and pressure when faced with high workloads and deadlines. Able to adjust readily to change and adapt as needed.

    Able to display assertiveness and a high level of self-confidence. Able to execute oral and written instructions and to request clarification when needed.

    Able to express ideas clearly and convey necessary information. Able to recognize and attend to important details with accuracy and efficiency.

    Able to sit for long extended periods. Able to use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at a basic level.

    Able to work independently with minimum supervision. Able to listen attentively and foster two-way dialogue. Able to maintain a positive attitude in the face of criticism, rejection, or failure.

    Able to maintain confidentiality of sensitive information. Able to operate common office equipment. Able to perform basic mathematical calculations.

    Able to provide courteous, timely service when addressing customer questions and concerns. Able to quickly learn new systems and technology.

    Possesses strong data entry skills. Possesses strong organizational and time management skills, driving tasks to completion.

  • 0-3+ years of progressive broad-based information systems and business experience supporting IT applications and technical issues.
  • Join our team to connect the world with the power of technology!

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