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Help Desk Analyst

8/26/16
World Business Lender (www.wbl.com)
Computers/Information Technology

30,000 plus OT /yr

  Full Time   Employee


Jersey City
New Jersey
07302
United States


ABOUT WORLD BUSINESS LENDERS:
At World Business Lenders (WBL), our motto, “We Lend - You Grow.” is simple, yet powerful. We make working capital available to eligible businesses for expansion and growth. WBL was founded by a seasoned team of entrepreneurs with strong track records of launching, financing and growing successful small businesses. We understand what businesses need in terms of working capital, the challenges faced in obtaining it, and how additional working capital can help navigate a business towards maximum success. Our unique approach to providing financing makes the business the focal point for loan decisions.
About the Job

As a Help Desk Analyst, the candidate will provide technical support for basic incident resolution and requests reported to the help desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of applications, hardware, and other technology services. The Help Desk Analyst is responsible for collecting information, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by escalating in a timely manner to other service resources within the IT division as well as resources from facilities, other business units, WBL’s managed services provider, or other vendors. The Help Desk Analyst will report to the Help Desk Administrator.
Essential functions and responsibilities include:

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other help desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate service categories for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the end user.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
• Grows general knowledge of current corporate, division, and facility-specific services and infrastructure, increasing ability to resolve requests on first contact.
• Provides after hours and on-call support as needed.
• Adheres to and supports WBL standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of customer and employee information.
• Perform other duties as required.

Requirements

Qualified Candidates

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The successful candidate must possess a high level of personal initiative and a desire to work in a fast paced high growth environment. Expectations for this position is that extended hours will be worked as needed. The candidate should have:

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Demonstrated ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency in MS Office Suite

Preferred:

• Competency in call center tracking tools
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Customer service orientation and/or prior customer service training.



BENEFITS:

• Benefit package after 3 months - Medical/Dental/401(k)
• Must be able to pass a Background Check
• Must be authorized to work in the United States
• Please submit a Resume for consideration

EOE M/F/D/V

To apply for this job, contact:
Joanne Albert

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