What are the responsibilities and job description for the Help Desk Analyst position at Crescens?
Job Title : Help Desk Analyst
Location : Hartford, CT
Duration : 12 months
Job Description :
The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at client, the Client's Information Sharing System (CISS) and any other system managed by client. The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the Client support strategy. The Client's team needs a Help Desk Analyst to ensure the following work is performed :
Specific Services Required
- Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.
- Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
- Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
- Must be customer centric and aggressive in promoting your customers' needs and getting them met.
- Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
- Must answer and address all incoming service calls and emails and route accordingly.
- Keep well-documented, up-to-date case notes on all tickets daily.
- Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
- Provide first level of customer support and resolve issues or escalate as needed.
- Ensure client support requests are well documented and triaged appropriately.
- Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
- Ensure the logging of all incidents and service requests.
- Conduct timely triage and escalation in accordance with SLA requirements.
- Address and resolve tier 1 level incidents and requests.
- Engage with other service desk resources and escalate as needed to other technical teams.
- Accurately document interactions, incidents, and problems.
- Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
- Follow, enhance and develop procedural documentation related to user account provisioning and management.
- Develop, enhance and maintain knowledge base articles used by other IT staff.
- Participate in Production support review meetings.
Required Skills / Experience
The candidate must have the following skills or experience :
