Help Desk Analyst

Job Title

Our client is seeking a person with technical experience in Cisco switches/routers, who will operate the Network Service's Tier 2 trouble resolution and to manage inventory operations.

Responsibilities Include:

• Read and comprehend technical service manuals and publications.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Take active role in suggesting peripheral equipment.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions in work ticket tracking system.
• Administer help desk software.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Follow quality standards.
• Participate in team projects that enhance the quality or efficiency of service
• Application of technical skill to a variety of equipment types.
• Anticipate and resolve issues specific to the team.
• Build knowledge base by managing the formulation of new documentation that describes technical fixes.
• Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Take a leadership role in tracking and managing technical issues under help desk scope.
• Determine time estimates and schedule for own work and resolve issues in a timely manner.
• Identify and track issues, risks and action items.
• Oversee and manage inventory based on Network Service's needs.
• Perform regular inventory audits to ensure accuracy and integrity of the inventory by managing daily physical cycle counts and reconcile variances/discrepancies.
• Maintain clear and accurate inventory reports for internal and external stakeholders.
• Forecast inventory needs to manage procurement and storage space effectively.
• Retrieve inventory at loading dock and match against shipping document(s).
• Manage and coordinate logistics for timely and accurate delivery of stock.
• Retrieve equipment for network technicians and engineers for work related sites.
• Train and guide staff on effective inventory practices and procedures in inventory systems.
• Use inventory management software and systems and other sources to track and monitor inventory.
• With management guidance, develop and implement inventory control procedures and best practices.
• Track and report key functional metrics related to inventory management.
• Perform critical inventory tasks to ensure the correct number of items are always in stock for maximum and minimum levels.
• Maintain updated and accurate records of inventory, including equipment leaving and coming into stock.
• Communicate with the management team regarding stock and order needs.
• Plan and implement inventory control techniques to avoid shortages and excesses.
• Manage and update inventory management system(s) and databases or spreadsheets.
• Track vendor quotes, orders and packing slips to ensure accuracy and approval for payment

Qualifications:

• Minimum of 2 years experience providing technical support
• Technical experience with Cisco switches/routers
• Experience documenting processes and procedures
• Extensive inventory management experience
• Able to multitask and/or change tasks frequently.
• Ability to work in a team environment.
• Strong communication skills; both written and spoken.
• Knowledge of system relationships and telecommunications.
• Proven experience as an inventory management specialist or similar position.
• Excellent understanding of inventory management procedures.
• Experience in data entry and analysis.
• Strong understanding of forecasting and inventory management software.
• Physical stamina and manual dexterity to lift and carry heavy items.
• Excellent organizational and planning skills.
• Detail-oriented with strong analytical skills showcasing superb accuracy.
• Proficient in math.
• Knowledge of Microsoft suite of applications including Word, Excel, PowerPoint, Outlook, etc. at a moderate level.
• Strong organization, data management and data entry skills.