The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two 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 and hardware products and application services to resolve user problems.

Role Description:

• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.

• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in 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 problem and find solution.

• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.

• 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.

• Follows quality standards.

• Able to work in a team environment.

• Completes assigned tasks.

• Strong communication skills; both written and spoken.

Requirements:

• Promptly answer help desk phone.
• Promptly respond to help desk emails.
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource.
• Perform agency computer repairs, as needed.
• Install software/updates on agency computers as needed.
• Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports.
• 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.
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment.