JOB DESCRIPTIONPOSITION TITLE:back up Desk AnalystORGANIZATIONAL RELATIONSHIPS: Reports to: Team LeadOVERVIEW:The Help Desk Analyst will act customer support functions pertaining to the help desk (call logging and tracking) incident resolution dispatching/escalating calls to the client 2nd Level Support Team follow-up on customer issues and providing the required level of productivity to meet the function aim Objectives. The Level 1 Help Desk Analysts are responsible for back up Desk Support and responding to telephone calls emails and web tickets placed by the users within the client environment. The Help Desk Analyst goal is to change state all possible calls on first communicate. REQUIRED EDUCATION/EXPERIENCE:Requires a minimum of High School diploma and/or Certificate and/or College Degree and/or Bachelor’s Degree in the field of Computer Science is considered an asset and a minimum of 2 year previous help desk support undergo or any equivalent combination of education and/or experience. REQUIRED SKILLS:•Ability to communicate fluently in both verbal and written create of English is required. •Ability to work independently and/or in a team setting.•Excellent telecommunicate manner and listening skills.•Strong attention to detail analytical skills and excellent customer service orientation.•Ability to care for and bushel technical service issues incidents in order to provide appropriate move around.•Passionate about customer service high performance fast-paced bring home the bacon culture. TECHNICAL REQUIREMENTS:Essential Skills:•Active Directory•Microsoft Office Suite •Adobe Acrobat•Internet Explorer•WinZip•Email•Microsoft products (Windows. Pocket PC. Visio. Project. Streets & Trips)•correct TicketingAsset Skills•Nortel Telephony System•PC Operating systems: Windows 2000 & Windows XP Email system: Ms Exchange Server and Ms Outlook 2000 & XP Client Ms Office 2000 & XP Remote Access Software: Dial-up Networking & VPN PC Hardware environment: IBM Laptops. Desktops; HP Printers Ms Internet Explorer : 4 x & 5 x & 6 x Network environment: Win NT 4. Windows 2000 •Lotus Notes•AS400 and Mainframe environment•Data base environment: SQL. ORACLE •Network environment: Novell Netware •Troubleshooting/Administrative tools: Active Directory. TCP/IP UtilitiesREPRESENTATIVE DUTIES:The goal is to close all possible calls on first contact. This includes:•Total communicate ownership for tickets retained in Level 1•Provisioning of technical support for end users requesting assistance via telephone email or Web tickets•Utilize the Knowledgebase for the correct response to the trouble book when appropriate•Escalation of trouble tickets to Level 2 support if the problem cannot be resolved by Level 1•Provision of “how to” give for end users•Perform password resets based on client security guidelines•Adhere to agreed upon methods and procedures for responding and tracking of all calls•Update trouble tickets as allot•give feedback on the effectiveness of supporting system methods and procedures•Identify potential improvements to the client environment and supported applications•instruct / coach new communicate team members•Answer incoming calls as instructed•Respond in a timely and professional manner to end user requests •inform the aggroup bring about / Help Desk Manager of potential system outages or performance degradation•Provide status updates to end users with change state / unresolved tickets in a timely manner•Work with Level 2 support to arrive resolution to escalated tickets ACCOUNTABILITY:The Help Desk Analyst is responsible for serving as the first inform of contact with the client in order to solve incidents and resolving the incidents within the allotted timeframes. The Analyst must provide excellent Customer Service give. The Analyst’s goal is to close all possible calls on first contact
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