Help Desk Analyst -

Help Desk Analyst -

Securitas Security Services USA, Inc. Westlake Village, CA

Securitas USA knows Security . It is our only business. As the global leader in protective services, we invest in people, knowledge and technology to deliver customized, cost-effective and high performance solutions. Our 100,000+ US employees and 500 branch offices deliver highly localized relationships and responsiveness.

Security is one of the hottest issues facing the world today. At Securitas, we are proud to be the industry's knowledge and performance leader. To maintain that leadership position we hire, cultivate and invest in people that share our values and vitality. Our employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas USA logo. Do these values resonate with you? Then you may be the next member of the Securitas team. Join us and help to make the world a safer place.

The Help Desk Analyst reports to the Help Desk Manager.

JOB SUMMARY:

Frontline support liaison to the end-user community. Troubleshoot, analyze, prioritize, resolve, and/or facilitate issues to achieve a resolution for the customer. Strong customer service skills are required.

ESSENTIAL FUNCTIONS
•Receive requests for service via telephone, email or chat session.
•Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Troubleshoot and resolve issues on the initial call when possible. Utilize the internal knowledge base, experience and team resources.
•Escalate tickets to appropriate support groups when needed.
•Document issue in Help Desk database.
•Follow up on open issues with escalation groups to provide feedback to customer.
•Perform a quality assurance check on resolved tickets to ensure customer satisfaction.
•Normal Help Desk hours are 8am until 5pm Monday through Friday ET or PT depending on operation center location.
•To ensure proper field support, analysts are rotated through weekend coverage approximately 5 times a year. When the analyst is on the weekend shift, they work 4, 10 hour days, Saturday through Tuesday with 3 days off for that week.

MINIMUM QUALIFICATIONS AT ENTRY
•Technical Skills: One must encompass a general understanding of computers, both hardware and software, and an understanding of Microsoft applications. Additionally, experience with email systems and basic understanding of Networks and Connectivity is required.
•Support of applications, proprietary or otherwise is desired.
•Help Desk experience required.

Education/Experience:
•High School diploma or GED required
•Help Desk experience, with interacting with the customer base over the telephone

Competencies (as demonstrated through experience, training, and/or testing ):
•Good written skills, with the ability to record and transfer information that is received from the customer to the internal database, in a clear and concise manner
•Excellent verbal skills, with the ability to interact with the customer over the telephone
•Understanding the customers' needs, while responding in a professional and courteous manner
•Organizational skills and the ability to properly manage individual workload
•Knowledge of standard office procedures and practices
•Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form
•Ability to carry out multiple assignments concurrently
•Ability to interact effectively at all levels and across diverse cultures
•Ability to be an effective team member and handle project assignments responsibly
•Ability to adapt to changes in the external environment and organization
•This position requires flexibility with shift work .
•Normal shift hours are 8am to 5pm, subject to change
•This position requires participation in rotating weekend support coverage (approximately 5 times per year).

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:
•Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results
•Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
•Handling and being exposed to sensitive and confidential information
•Required ability to handle multiple tasks concurrently
•Regular talking and hearing
•Receiving automatically connected phone calls from a phone system
•Close vision, distance vision, and ability to adjust focus
•Ability to sit for long periods of time while working on a personal computer
•Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds

Please submit resume, WITH PAY EXPECATIONS.

EOE/M/F/Disabled/Vets