Job summary

KEY RELATIONSHIPS

• Support Services Manager
• Support Services Management
• Analysts
• Field Management
• Home Office Employees
• Store Personnel

JOB SUMMARY

The Help Desk/Support Services Analyst is responsible for the smooth running of computer systems and ensuring that reported issues are resolved in an efficient and effective manner. Great customer service interaction both desk-side and on the phone is the standard performance expected. The Analyst is expected to apply technical knowledge and expertise towards resolving reported issues over the various areas of support. Knowledge of POS systems, printer support, computer hardware, software, peripherals, etc. are a plus.

ESSENTIAL FUNCTIONS

• Installing and configuring computer hardware operating systems and applications;
• Monitoring and maintaining computer systems and networks;
• Talking customers through a series of actions, either face to face or over the telephone, to help set up systems or resolve issues;
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• Providing support, including procedural documentation and relevant reports as required;
• Following diagrams and written instructions to repair a fault or set up a system;
• Supporting the roll-out of new applications;
• Maintaining user accounts and dealing with password issues;
• Responding within SLA timeframes to reported issues;
• Persistent in working a task until completion or escalate as required;
• Prioritizing and managing many open incidents at one time;
• Assist in retrieving calls from the phone queue;
• Documenting new incident and issue resolutions into the departments ticketing system;
• Coordinate with the support services supervisor, website support team lead, and developers to address web related issues reported by customers.
• Additional responsibilities as required.
• Always complies with the Standards, policies and Code of BusinessConduct and Ethics set out in the Bookseller Handbook.

QUALIFICATIONS

• HS Diploma, some college, post HS training,
• 3 years customer service-related experience
• Excellent written and verbal communication
• MS platforms, ability to understand and use network configurations, perform diagnostic functions and troubleshooting of system issues
• Ability to multitask and work under pressure
• Critical and analytical thinking.
• Flexible hours, weekend availability

Equal Opportunity Employer Veterans/Disabled