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DATE ADDED: Thu 11/10/2018

Help Desk Analyst

Santa Ana, USA


Job Description

 This position is the critical first line of support for external customers who use the client's proprietary Title software applications. External customers are primarily Title/Escrow professionals, so having a background in the Title/Escrow industry is preferred.
Provides business and IT support to end-users for closing software, administrative support, PC, server or mainframe applications by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Interaction with higher level support to identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.
You will be providing timely support for applications on PC, server or mainframe as well as hardware by responding to and diagnosing problems via phone and IM. It may be necessary to escalate to network services, information security, desktop architecture or other "next level” teams. We are a Knowledge-Center-Support organization. Your track record in KCS "UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you.
Support customer inbound requests through phone, self-service and other channels as developed by Service Desk.
Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.
Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers.
Assist in the developing and maintaining of a problem resolution knowledgebase.
Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
Provide user administration and application support for supported applications
Escalate User rights issues and employee setup issues to application Administrators
Document all calls in ticketing program
Target Pay Rate = (USD)21 - (USD)25/hr. Manager will determine pay rate at the time of offer based on how candidate experience fits with the rest of the department. Candidates must be willing to accept a starting rate between (USD)21-(USD)25 per hour. Those starting at less than (USD)25 will have the opporutnity to increase to (USD)25 within 90 days based on evaluation of performance (focus on adaptibility and capability).
Shift = candidates must be available 5:00am - 5:30pm. Shift varies according to training schedules and business needs.
Available for OT and After-Hours support as needed – weeknights and weekends, typically around when a new software release is scheduled.

2-4 years previous experience working in a help desk or call center environment
Knowledge in the Escrow and Title Industry preferred
Excellent customer service and phone skills
Good communication, problem solving skills and telephone etiquette. Ability to descalate situations.
Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy.
Understanding of a Knowledge Base
Ability to multi-task (i.e. take calls and create tickets at the same time)
Independent - Ability to self-manage workload under minimal supervision

Minimum of 2 year Technical Degree or equivalent work
A+ certification preferred
Microsoft, HDI, KCS and/or ITIL certifications a plus
A background in Title Business is preferred, not required

Role: Help Desk Analyst
Job Type:
Location: Santa Ana,

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