[nclug-jobs] Service Desk Analyst at VMware

[Danny Ochoa (c)]

VMware (NYSE: VMW), the global leader in cloud infrastructure, delivers customer-proven virtualization solutions that significantly reduce IT complexity. VMware accelerates an organization's transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. Organizations rely on VMware, its partners and its industry-leading virtual infrastructure platform, VMware vSphere, to energize their business through IT, while saving energy-financial, human and the Earth's. With 2009 revenues of $2 billion, VMware has more than 170,000 customers and 25,000 partners worldwide. VMware's award-winning technology, market-leading position and culture of excellence provide our 7,000+ employees in 40+ locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator.


VMware seeks a motivated Service Desk Analyst II, based in Broomfield Colorado, who will often be the first point of contact for all VMware people requiring support of any kind (Technical, Payroll, HR or Facilities). The VMSD Analyst provides support services for hardware and software fault diagnosis and resolution to VMware employees. The VMSD Analyst possesses an excellent customer service attitude, a great deal of creativeness in troubleshooting and problem solving. VMware people will communicate with the VMware Service Desk directly via the phone, email and tickets through the ticketing system. The VMSD analyst will be both a "technical" resource and a "generalist" who can disseminate a broad range of VMware company knowledge in their support effort.

We are looking for candidates who can engage well with people, and take great pride and care in solving people's problems. The ideal candidate must also enjoy working in a fast-paced environment where the support needs are ever-changing and shift work is required.

Responsibilities

* Respond to and/or triage incoming customer service inquiries (calls, emails, tickets, etc.)
* Provide assistance and information to callers, using pre-defined scripts and FAQs, and knowledgebase searches
* Diagnose technical support issues through research, testing, and problem solving
* Work closely with the VNOC, VMware Network Operating Center, to engage the appropriate level 2+ support teams in a timely manner
* Escalate trouble tickets in queue to appropriate functional areas, and follow up with those functional areas to ensure completion within designated SLAs (Service level agreements)
* Interact with a variety of stakeholders throughout the organization such as IT, Engineering, HR, and Facilities to understand customer contacts, workflow, and make recommendations to improve ticket escalation processes and workflow
* Troubleshoot and resolve various file, print and VPN issues
* Troubleshoot Active Directory based account issues
* Provide support for desktop applications
* Update end user systems using productivity tools such as Altiris and PC Anywhere
* Cleaning of Malware
* Work with VMSD manager to create and track service metrics, including problem trending, SLA measurement, and customer satisfaction
* Maintain in-house knowledgebase. Analyze content of resolved tickets and promote information to knowledgebase articles as appropriate. Keep existing knowledgebase articles current
* Administer VMware Service Desk's in-house ticketing tool. Make changes to input fields and reports as needed
* Analyze patterns and trends in inquiries being surfaced, and work with functional areas to identify special projects which will improve the overall VMware work environment

Requirements

* Two to five years of experience in an external or internal call center is required
* Excellent customer service, phone and written skills required
* Ability to handle and problem solve multiple projects while maintaining a friendly disposition
* Strong communication (both oral and written), organizational skills and multitask orientation are required
* Demonstrated capacity to work with high degree of accuracy
* Capacity to work independently and efficiently while maintaining good team interactions
* Must be proficient in the support of Dell, IBM and Apple personal computers (desktop and laptop) and related software
* Must be proficient in typical desktop applications (Outlook, Microsoft Office, IE, Mozilla Firefox, MS SharePoint, McAfee, Altiris, Ghost)
* Must have basic knowledge of Microsoft Active Directory and LDAP technology
* Must have basic understanding of VOIP and Network concepts
* Must be able to diagnose and troubleshoot complex Windows XP OS issues
* Experience supporting shared services such as file/print, network, and remote access
* Blackberry support including BES Server administration preferred but not required
* Knowledge of basic Linux (Red Hat, Ubuntu) preferred but not required
* College degree preferred but not required

Education

* A+ certification or equivalent experience
* Preferred candidates will have Microsoft certifications

If interested, please forward you resume and contact information to Danny Ochoa dochoa at vmware.com<mailto:dochoa at vmware.com>   for further consideration.





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