Help Desk Analyst

Role :  Help Desk Analyst

Location : Richmond VA

Duration : 1 years

Complete Description

The incumbent is responsible for assisting and providing customer support, by telephone, email and other means, as part of a larger effort by the Virginia State Police (VSP) to improve communications with the public and customer services. In addition will :

• Become familiar with VSP services.
• Answer questions from the public, business, government agencies and others.
• Identify the root cause of problems and implement solutions by gathering and analyzing available information.
• Track incoming calls and email requests for assistance.
• Perform other duties as assigned.

The person selected for this position will work full-time onsite at Virginia State Police Headquarters, 7700 Midlothian Tpke, North Chesterfield, VA 23235. Working hours are Monday through Friday, 8 : 30am to 5 : 00pm, excluding state holidays.

Knowledge, Skills, and Abilities

Advanced computer skills are required that aligns with the Job Description.Ability to multitask and to determine root cause of problems and implement solutions, and resolve issues by gathering and analyzing data, reasoning logically, and drawing valid conclusions. In addition, customer relations skills; good verbal and written communication skills; and proficiency with Microsoft products (Word, Excel, PowerPoint, Visio, Outlook).

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Advanced computer skills are required that aligns with the Job Description

Required

Years

Ability to multitask and to determine root cause of problems and implement solutions,

Required

Years

Ability to resolve issues by gathering and analyzing data, reasoning logically, and drawing valid conclusions

Required

Years

customer relations skills

Required

Years

good verbal and written communication skills

Required

Years

proficiency with Microsoft products (Word, Excel, PowerPoint, Visio, Outlook)

Required

Years