Sr. Helpdesk Coordinator
Blackhawk Network - Pleasanton, CA

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Field incoming help requests from employees via Help Desk Tickets (HDT) telephone and walk in visits in a courteous and professional manner
Document all pertinent employee identification information, including name, department, contact information, and nature of problem or issue
Build rapport and elicit problem details from employees
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriate technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution

Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems Develop help sheets and frequently asked questions/answers for employees and team members
Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base
Develop an understanding of the unique technology requirements that exist within the business unit(s)
Suggest and advocate technology solutions and enhancements that meet the need of the business unit(s)

Qualifications:
Exceptional customer service skills
Experience working in a team-oriented, collaborative environment
Knowledge of basic computer hardware, including laptops, desktops and peripherals (PC & Mac)
Experience with desktop and server operating systems
Extensive application support experience with MS Office, Outlook, SharePoint, Lync etc.
Working knowledge of a range of computer diagnostic utilities
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb information quickly and retain this knowledge for future reference
Ability to present ideas in user-friendly language
Highly self motivated and directed
Perceptive attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment

Preferred Knowledge, Skills, Abilities, and Background
College diploma or university degree, technical degree from trade school in the field of computer science and/or 2 years equivalent work experience in a customer service role
Emphasis placed on telephone and remote assistance skills

Work Conditions

Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Daily lifting and transporting of moderately heavy objects (up to 30 pounds), such as computers and peripherals. Occasional lifting heavier objects (up to 50 pounds) such as UPS units and servers. Occasional 2 person lifting up to 125 pounds

Blackhawk Network - 17 months ago - save job - block