What are the responsibilities and job description for the Helpdesk I position at Credit One Bank?
Description
Position Summary
The Help Desk Analyst’s role is to provide information, assistance, training and technical support to end-users regarding the use of computers, networks, and related peripheral hardware and software. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
Summary Of Essential Job Functions
Position Summary
The Help Desk Analyst’s role is to provide information, assistance, training and technical support to end-users regarding the use of computers, networks, and related peripheral hardware and software. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
Summary Of Essential Job Functions
- Field incoming help requests from end users via both telephone and e-mail 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 incident details from end users.
- Assess severity of issues and categorize and assign accordingly. Route severe incidents according to process.
- 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.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
- Provide support and training to all end users on computer workstation operation, setup, configuration and other issues.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
- Provision and deprovision of user accounts, systems, applications and network access.
- Complete regular reviews of system users to ensure users are authorized and provisioned properly.
- Perform routine security audits & other external compliance audits for all provisioned user accounts.
- College level coursework in Computer Science or related field and/or 0-1 years equivalent work experience
- Technical certifications in Microsoft technologies, CompTIA certifications, or equivalent work experience
- Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices
- Experience administering users and computers in a complex enterprise environment
- Able to read and understand technical manuals and procedural documentation
- Strong written and oral communication skills and effective interpersonal and relationship-building skills
- Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Demonstrated
- Microsoft certifications are highly desirable
