ESSENTIAL DUTIES AND RESPONSIBILITIES Other duties may be assigned.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, reporting and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware such as PC or hand-held device, modem, printer, cables, or telephone.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or IT Help Desk.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Analyzes incident reports and makes recommendations to reduce help line incident rate.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Trains or assists in training users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
Installs personal computers, software, and peripheral equipment.
Receives, ships and tracks hardware devices sent in for repair or upgrade |
High School required. Certificate or degree from college or technical school preferred. One year related experience in a corporate call center or help desk environment. Experience with a pharmaceutical company or sales call reporting area preferred. Must be proficient with MS Windows/2000/XP environment and MS Office suite. Must demonstrate knowledge of telephone systems, ACD groups and call routing as well as TCP/IP, telephony and remote access services. Must demonstrate familiarity with analysis tools related to call center software and asset management systems. Must have a solid understanding of database design, LAN and WAN methodology as well associated hardware and software. Must possess or have ability to quickly develop a working knowledge of current call reporting software in use by Galderma, PDMA and physician sampling practices in addition to quickly develop in-depth knowledge of Galderma sales territories, products, customer base and appropriate POA initiatives. |
