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Desktop Analyst (4998)

Roanoke, VA 24012

Posted: 06/26/2019 Employment Type: Contract Job Category: Help Desk Job Number: 4998

Morton has an immediate need for a Desktop Analyst for a customer in Roanoke, Virginia.   The Desktop Analyst provides superior customer service and support to promote and enhance the operational and financial effectiveness for our customer' s locations. Investigates and resolves software, hardware, communication, or procedural problems of computer users by performing the following duties.  This is a 3rd shift role with overnight hours.

  • Maintain the ideal Team Member 7 characteristics: Friendly, Product Knowledgeable, Customer Oriented, Team Player, Detail Oriented, Change Oriented, and Dependable.
  • Adhere to the 5 Basics for Sales and Customer Satisfaction: Quality/Quality Control, Good Housekeeping, Proper Stock Levels/Variety, Proper Pricing/POP, and Legendary Customer Service.
  • Utilize avenues to ensure that Profits 3 Basics are met: Proper Merchandising, Cost Control, and Shrink Control.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, web, web chat and in person requests for assistance from users experiencing problems with hardware, software, networking, procedural, and other computer-related technologies.
  • Investigates and resolves computer software and hardware problems of users.
  • Answers questions, applying knowledge of computer software, hardware and procedures.
  • Responds to team member inquiries concerning systems operations and diagnoses system hardware, software and operator problems.
  • Assist in performing problem diagnosis and resolution as required by using all documentation, hardware and software tools. Document any new ways for problem detection, isolation, and determination.
  • Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to second tier groups.
  • Instructs users in use of equipment, software and manuals as required.
  • Provides updates, status, and completion information to staff, problem request tracking system and/or users, via voice mail, e-mail, or telephone communications.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • May specialize by type of software, computer language or computer operating system.
  • Escalate and track problems by determining appropriate severity level and follow-up with clients.
  • Acquire a basic understanding of the customer network. Use this knowledge to provide problem diagnosis and resolution as required.
  • Work with other customer and departments to meet business requirements in support of company' s objectives.
  • Coordinates activities with help desk, network services, or other information systems groups.
  • Ensures service level standards are achieved:
  • Answer 80% or more of calls within 30 seconds.
  • No more than 5% of all calls are abandoned.
  • Resolves 80% of inquiries on first contact.

  • Ability to communicate effectively.
  • Good interpersonal and teamwork skills
  • Must have a basic understanding of computers and hardware troubleshooting.
  • Must be able to prioritize effectively.
  • Must be able to work a flexible schedule.
  • Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.
  • Customer service or help desk experience, preferably within a retail environment. • Strong organizational skills with a demonstrated ability to identify and set priorities to meet the demands of a dynamic work environment.
  • Strong PC skills and experience.
  • Experience with PC software (i.e.: MS Office and Internet Explorer).
  • Knowledge of UNIX and WINDOWS environment will be an asset.
  • Agrees to have telephone conversations monitored for quality performance.
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