Help Desk Analyst

About the role

The client is seeking a technical expert with experience in Cisco switches/routers to operate Tier 2 network trouble resolution and manage inventory operations.

Responsibilities

• Analytical, highly organized, and detail-oriented individual.
• Supports customers primarily through inbound phone inquiries and automated network monitoring alerts.
• Provides efficient and quality customer support via phone or remote assistance to ensure one-call issue resolution.
• Maintains productivity and quality standards, acts as liaison between customer and other departments and systems.
• Conducts basic troubleshooting of network transport-related issues and assists with triaging network-related troubles.
• Conducts MACD within office records and monitoring software.
• Supports field technicians by developing and coordinating user training programs and documenting processes and procedures.
• Knowledgeable in inventory management principles and familiar with inventory systems (preferably Fishbowl).
• Maintains inventory stock levels based on field tech/engineer needs.
• Ensures efficient and accurate inventory operations by monitoring stock flow and conducting daily physical cycle counts.
• Manages and reports time spent on all work activities.
• Responds to requests for technical assistance in person, via phone, electronically.
• Diagnoses and resolves technical hardware and software issues.
• Researches questions using available information resources.
• Advise users on appropriate actions.
• Follows standard help desk procedures.
• Logs all help desk interactions in work ticket tracking system.
• Administers help desk software.
• Redirects problems to appropriate resources.
• Identifies and escalates urgent situations.
• Tracks and routes problems and requests and documents resolutions.
• Stays current with system information, changes, and updates.
• Fulfills quality standards.
• Participates in team projects to enhance service quality and efficiency.
• Works collaboratively in a team environment.
• Communicates clearly and effectively, both verbally and in writing.
• Applies technical skills to various equipment types.
• Anticipates and resolves issues specific to the team.
• Builds knowledge base by formulating new documentation describing technical fixes.
• Assists in resolving user and support issues to ensure positive user satisfaction.
• Takes a leadership role in tracking and managing technical issues under help desk scope.
• Determines time estimates and resolves issues promptly.
• Identifies and tracks issues, risks, and action items.
• Oversees and manages inventory based on Network Service's needs.
• Performs regular inventory audits to ensure accuracy and integrity.
• Maintains clear and accurate inventory reports for internal and external stakeholders.
• Forecasts inventory needs to manage procurement and storage space effectively.
• Retrieves inventory at loading dock and matches against shipping documents.
• Manages and coordinates logistics for timely and accurate delivery of stock.
• Retrieves equipment for network technicians and engineers for work-related sites.
• Trains and guides staff on effective inventory practices and procedures in inventory systems.
• Uses inventory management software and systems to track and monitor inventory.
• Able to multitask and frequently change tasks.
• Tracks vendor quotes, orders, and packing slips to ensure accuracy and approval for payment.

Qualifications

• 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.