IT Help Desk Analyst - Level 1

Ad #	857529
Contact
Address
City	Seattle
State	WA
Zip	98101
Phone
Web site	Click to visit
Type	Not Applicable
Created	July 17, 2008
Updated	July 17, 2008
Expires	September 1, 2008
Viewed	90 times

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Nordstrom is one of the nation's leading fashion retailers. Our Information Technologies division works in partnership with other areas of the Company to develop and support the business systems used throughout Nordstrom.

Provides technical support for level I calls received. They will resolve the caller problem or escalate as appropriate. Also, they will assist in training less senior analysts and work to ensure that all analysts are kept current on changes in procedures and software upgrades.

RESPONSIBILITIES:

Provides quick and accurate problem resolution over the phone for a variety of user problems
Explains technical concepts to users, utilizing an approach and terminology appropriate to ensure their understanding of the problems and solutions
Trains to gain competency in technical problem determination and resolution
Summarizes and logs all calls accurately within call tracking system - Service Desk
Takes initiative to facilitate processes necessary to the department when system problems arise
Deliver exemplary customer service through strong ownership and professionalism
Demonstrate a commitment to teamwork through relationship building and collaboration
Deliver productivity through time efficiency and a commitment to strong results

QUALIFICATIONS:

1-2 years technical Help Desk / Call Center experience OR equivalent Nordstrom Store experience
Strong verbal and written interpersonal and communication skills
Exceptional telephone etiquette and an ability to deal effectively with customer, peers, and management
Excellent systematic problem solving skills
Acts as a role model and sets a high personal standard of performance
Has the ability to think "outside the box" and understand department needs; ex. Being aware of calls in queue, and staffing concerns
Ability to embrace coaching from supervisor, manager, or more senior analysts
Ability to be flexible with work schedule
Demonstrated leadership abilities
Proficiency with MS Windows and Office suite
Knowledge of LAN concepts
Technical certifications are a plus

The above information on this definition has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

We are an equal opportunity employer committed to providing a diverse environment.

Nordstrom offers a competitive compensation and benefits package that includes Medical, Dental and Vision coverage, a generous merchandise discount, and employer matched 401(k) retirement savings plan and profit sharing plan.

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