Help Desk Analyst

Adecco is currently assisting a local client in their search to fill an exciting Help Desk Analyst role in Santa Ana, CA.

Apply now if you meet the qualifications listed below!

Contract Length: 6+ months
Pay Rate: $18/hour


JOB SUMMARY




Duties:


This position is the critical first line of support for First American consumer customers. You will be providing timely support for an externally facing secure Website, responding to and diagnosing problems via phone, email and chat. While high levels of “First Contact Resolution” is expected, it may be necessary to escalate to “next level” teams. We are a Knowledge-Centered-Support (“KCS”) 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 are the keys to your success on our team. Joining our dynamic, fast-paced work environment at one of Fortune’s top 100 “Best places to Work” is an excellent career step for you. First American offers competitive benefits both personal and professional.

Support customer inbound incidents and requests through phone, email, and chat.
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 routing and escalation is crucial.
Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers.
Assist in the developing and maintaining of a problem resolution knowledgebase.
Available to work any shift – outside of “normal business hours”, possible weeknights and weekends.
Document all calls in ticketing program.

Candidates must be available 6:30am - 8:30pm and flexible to schedule changes based on business need




Skills:



Two-year technical degree or 1-2 years' technical troubleshooting experience required
1-3 years previous experience working in a help desk or service desk environment required
Demonstrate excellent customer service skills via phone
Solid communication, problem solving skills and telephone etiquette
Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy





Education:


Two year technical degree or equivalent work related experience required.
Microsoft, HDI, KCS and/or ITIL certifications a plus





















How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.

If you have any questions surrounding the application process, please feel free to reach out to: Patrick Higgins @ patrick.higgins@adeccona.com

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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