Help Desk Analyst

POSITION SUMMARY

Part of an IT support team, answers incoming calls from customers and resolves technical issues, while ensuring a high level of customer service and maximizing productivity; handles ~ 60 calls / day with regard to all areas of IT infrastructure and applications, works with various internal support groups to escalate complex high priority / high impact issues, as well as ensure a high degree of customer service and customer focus

ESSENTIAL JOB FUNCTIONS :

• Answers and resolves inbound incidents at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 5 days a week.
• Manages the resolution of inbound incidents; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
• Translates complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrates a highly developed sense of integrity and commitment to customer satisfaction.
• Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a Windows 7 environment, offering a variety of level 1 solutions over the phone. Using remote control tools assists customers when needed.
• Troubleshoots corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed; provides feedback on technical documentation for publication in Knowledge Base.
• Monitors the help desk queue and ensures tickets are resolved before the exceeded target completion date / time, or to the customer's satisfaction.
• Accurately, quickly, and typing efficiently records all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively identifies solutions.
• Meets or exceeds statistical metrics regarding; ticket and call quality (accuracy), first call resolution, schedule adherence, and call handle time.
• Adheres to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI / PII) and access to corporate systems.
• Escalates high priority, high impact issues to the internal support teams.
• Adheres to a strongly regimented schedule (start / end times, lunches, breaks, off phone time, etc.).

SUPPLEMENTAL JOB FUNCTIONS :

EDUCATION & EXPERIENCE REQUIRED :