Help Desk Analyst

Overview

Role Description

Answer telephones and emails and provide support to application users

Identify, evaluate and prioritize customer problems and services.

Utilize all technical resources to solve customer problems.

Escalate unresolved calls to appropriate support staff or service group.

Adhere to defined Help Desk procedures and standards.

Participate in on-going testing, training and departmental development.

Maintain accurate records and call logs for management reporting.

As needed, instruct end users in the appropriate use of reference materials

Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.

Read and comprehend technical service manuals and publications.

Detect and correct equipment errors.

Prioritize and schedule own workload.

Assist in coordination of changes, upgrades and new products.

Manage and report time spent on all work activities.

Complete assigned tasks.

Strong communication skills; both written and spoken.

Ability to work independently as well as part of a team environment.

Ability to work under pressure is an essential function of the job.

Communicate accurate and useful status updates.

Follow quality standards.

Ability to work in a team environment

• Participate in on-going testing, training and departmental development.
• Maintain accurate records and call logs for management reporting.
• As needed, instruct end users in the appropriate use of reference materials
• Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.
• Read and comprehend technical service manuals and publications.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Assist in coordination of changes, upgrades and new products.
• Manage and report time spent on all work activities.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Ability to work independently as well as part of a team environment.
• Ability to work under pressure is an essential function of the job.
• Communicate accurate and useful status updates.
• Follow quality standards.
• Ability to work in a team environment

Working Relationships