本文发表在 rolia.net 枫下论坛Position: Helpdesk Analyst
Reports to: Manager, Helpdesk
Location: SYSCO Canada (Flexible – can be located in Halifax, Toronto, or Calgary)
Qualifications:
Required Skills/Knowledge/Experience:
· A commitment to the highest levels of customer satisfaction and relationship management
· Excellent communication & interpersonal skills
· Good organizational skills
· Excellent problem solving skills
· Experience with IBM AS/400 environment
· Experience in a technical support center environment
· 2+ years’ experience with MS-Office applications
Any of the following would be an asset:
· Food service industry experience
· Good verbal and written French communication skills
· Experience with IDS applications
· Good knowledge of infrastructure, applications & networks
Responsibilities:
Provide technical support, problem resolution/escalation and administrative support to ensure that client problems are resolved in an accurate and timely manner.
· Provide first and second line systems support for hardware or software to ensure computer problems are resolved in an accurate and timely manner.
· Follow standards and procedures for handling trouble calls.
· Resolve customer conflicts with poise.
· Answer incoming trouble calls politely and log with the appropriate information to assist in problem determination and resolution.
· Research trouble calls within knowledge database.
· Resolve trouble calls within scope of experience and information; forward to second level technical support as necessary.
· Respond to basic "How to" questions.
· Follow up on all open calls to ensure prompt resolution and closure; notify clients of call progress.
· Confirm trouble call closure and service satisfaction with clients; provide feedback to clients to improve their working knowledge of the systems.
· Report critical or outside service level calls to management.
· Review resolutions to customer problems and identify trends by analyzing the documentation resulting from Help Desk inquiries to ensure downtime is minimized and recurrences are prevented. Report trends to management.
· Produce reports according to established guidelines.
· Report status of service level agreements on a regular basis.
· Keep Help Desk reference lists and trouble-shooting documentation current and accurate.
· Maintain a high level understanding of all associated products in the SYSCO C2C product suite.
Closing Date: January 28, 2005
Interested applicants should forward a cover letter and résumé to:
Kelly-Ann McDavid
SYSCO Canada, 302 The East Mall, Etobicoke, ON M9B 6C7
Fax: (416) 234-3094, e-mail: Kelly-ann.mcdavid@sysco.ca更多精彩文章及讨论，请光临枫下论坛 rolia.net
Reports to: Manager, Helpdesk
Location: SYSCO Canada (Flexible – can be located in Halifax, Toronto, or Calgary)
Qualifications:
Required Skills/Knowledge/Experience:
· A commitment to the highest levels of customer satisfaction and relationship management
· Excellent communication & interpersonal skills
· Good organizational skills
· Excellent problem solving skills
· Experience with IBM AS/400 environment
· Experience in a technical support center environment
· 2+ years’ experience with MS-Office applications
Any of the following would be an asset:
· Food service industry experience
· Good verbal and written French communication skills
· Experience with IDS applications
· Good knowledge of infrastructure, applications & networks
Responsibilities:
Provide technical support, problem resolution/escalation and administrative support to ensure that client problems are resolved in an accurate and timely manner.
· Provide first and second line systems support for hardware or software to ensure computer problems are resolved in an accurate and timely manner.
· Follow standards and procedures for handling trouble calls.
· Resolve customer conflicts with poise.
· Answer incoming trouble calls politely and log with the appropriate information to assist in problem determination and resolution.
· Research trouble calls within knowledge database.
· Resolve trouble calls within scope of experience and information; forward to second level technical support as necessary.
· Respond to basic "How to" questions.
· Follow up on all open calls to ensure prompt resolution and closure; notify clients of call progress.
· Confirm trouble call closure and service satisfaction with clients; provide feedback to clients to improve their working knowledge of the systems.
· Report critical or outside service level calls to management.
· Review resolutions to customer problems and identify trends by analyzing the documentation resulting from Help Desk inquiries to ensure downtime is minimized and recurrences are prevented. Report trends to management.
· Produce reports according to established guidelines.
· Report status of service level agreements on a regular basis.
· Keep Help Desk reference lists and trouble-shooting documentation current and accurate.
· Maintain a high level understanding of all associated products in the SYSCO C2C product suite.
Closing Date: January 28, 2005
Interested applicants should forward a cover letter and résumé to:
Kelly-Ann McDavid
SYSCO Canada, 302 The East Mall, Etobicoke, ON M9B 6C7
Fax: (416) 234-3094, e-mail: Kelly-ann.mcdavid@sysco.ca更多精彩文章及讨论，请光临枫下论坛 rolia.net