Help Desk Analyst

Description:

• They may come into the office while they are in training, and once they get up to speed, they will be put in the telework mix.
• The Help Desk Analyst is doing call center work.
• They are taking calls, helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier 2 when necessary.
• There is no wiring, hooking up or unhooking anything, no remote access, nothing like that.
• The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software, hardware products and application services to resolve user problems.
• Role:
  • Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.
  • Ascertain the nature of the problem, determine whether the problem is caused by hardware such as a modem, printer, cables, or telephone, or is an application issue, and log in to the to the tracking system.
  • Escalates issues in accordance with defined procedures.
  • Assists users through problem-solving steps.
  • uses technical databases to research problems and talks with co-workers to research problems and find solutions.
  • Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
  • Assists in the coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.
  • Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
  • communicates accurate and useful status updates.
  • Manages and reports time spent on all work activities.
  • Follow quality standards.
  • Able to work in a team environment.
  • Completes assigned tasks.
  • Strong communication skills, both written and spoken.

Skill Matrix:

• Promptly answer help desk phone 3 Years
• Promptly respond to help desk emails 3 Years
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (3 years).
• Perform agency computer repairs, as needed, for 3 Years
• Install software and updates on agency computers as needed for 3 Years
• Assist senior technical staff as requested with lower-level job tasks such as acquiring data and running reports 3 Years
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery.
• Create ServiceNow incidents for all phone and email requests for 1 Year
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment for 1 Year