Order #54685

PURPOSE

Under the general direction of the V.P. Information Services, the Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level

ESSENTIAL FUNCTIONS

• Field incoming help requests from end users via both telephone and email in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure the problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users. Experience reading and creating process and system documentation.

• Must enjoy a challenging, fast-paced environment and have the organizational skills to enable success in this environment.

• Ability to manage multiple priorities when faced with competing demands.

• Strong work ethics and time management skills

• Proactively seeks out opportunities for IT process improvement.

• Possess excellent verbal and written communication skills and the ability to demonstrate patience and politeness when dealing with all customers.

• Provide 24/7 on-call coverage as needed.

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